Transforming customer experiences

The NICE inContact Blog

Contact Center Love - Part Three

In the first two installments of this series I focused primarily on the end user who doesn’t have much, if any, exposure to a contact center. In this article I would like to make a case for contact centers getting some love inside their own organization. If your business has a contact center, ask yourself, "What is...

Your Mom and Dad Were Right

I am the father of four children, all grown now and out there trying to figure out how to make it in the world. As a parent, I counseled my children on the importance of personal integrity and the company they kept. I taught them that being an honest, good person was more important than being...

Come Walk with Us

I remember doing a report on Cystic Fibrosis when I was in junior high. One of the clearest memories I have of this inherited, chronic disease - that affects the lungs and digestive system of about 30,000 children and adults in the United States (70,000 worldwide) - is an account I read of a child whose parents...

IVR Blunders That Make You Want To Scream Part II

My last entry was about IVR blunders that made me want to scream. Well, since that blog, I’ve been screaming my head off. So I thought I would continue on with a Part Two of that blog to share my most recent frustrations with companies that use ridiculous IVR practices. Have you ever called a customer service line...

What We Can Learn from Toyota

I feel like a broken record. I continuously preach about the importance of listening to the voice of our customers. Despite the ever increasing emphasis on this subject, we still see examples almost daily on companies that have failed to do so and are paying for it miserably. Enter the following news story....

What's the Funniest Thing You've Heard in a Call Center

People say the darnedest things, don't they? I'm sure every call center agent has a list a mile long of funny things they've heard on the job. I absolutely love hearing these stories, so we posted a query on Facebook and Twitter asking for people to submit the zingers they've heard. They were all so fabulous, I...