gamification

Build Success with Your Contact Center Gamification Efforts

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Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance. I’ve managed and created large […]

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adherence

Contact Centers Need to Track Real Time Adherence and Here’s Why

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Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, […]

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customer community

NICE inContact Customer Community has officially launched!

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The NICE inContact Customer Community is a valuable resource to help you and your team connect, collaborate, and share knowledge with peers in the contact center industry. When you join this exclusive site you’ll receive many benefits, including: Discussions, Unified Search, Customer Events, and Personal Messaging. See below for additional details. Discussions Collaborate, think outside […]

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myth busting

Myth Busting – Enterprise Cloud Edition

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There is an entertaining TV series which “mixes scientific method with gleeful curiosity” to test long-held, but often erroneous, theories.  A typical recent experiment evaluated whether when you “get cold feet,” your feet really get cold. In 2011, I decided to take a similar approach and evaluate several unsubstantiated myths that had been developed around […]

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ccaas

Ability to Execute – Evaluation Criteria for CCaaS MQ

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Contact center as a service (CCaaS), or cloud contact center, is the fastest growing application for contact center infrastructure deployment today. With so many vendors promoting their solution, how can you make sure you’re going with the best? NICE inContact has been positioned as a leader in Gartner’s October 2017 Magic Quadrant for Contact Center […]

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ccaas

Completeness of Vision – Evaluation Criteria for CCaaS MQ

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When looking for a long-term cloud contact center provider, we believe an important criteria to consider is completeness of vision, which is one of the evaluation criteria for Gartner Magic Quadrants. NICE inContact has been positioned as a leader in Gartner’s January 2017 Magic Quadrant for Contact Center as a Service (CCaaS), for both Completeness […]

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Ovum decision matrix

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

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Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry […]

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2018

Planning for 2018? These Blogs and Reports Should Help

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NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy […]

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