Blog

The first week of April is the annual Society of Workforce Planning Professionals (SWPP) conference which gathers hundreds of workforce professionals to discuss best practices, latest industry trends/advancements, and to share successes and lessons learned. While the conference is primarily focused on Workforce Management (WFM), the increased need for tight integration with other Workforce Optimization (WFO) tools...

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex...

Rajeev Shrivastava, Chief Strategy Officer at NICE CXone, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about NICE CXone’s cloud contact center solutions, our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business...

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market. We are proud to be placed in the Leaders category with the following strengths:...

"Let’s keep this short." As much as you need your customers, and as much as your customers may be thrilled with what you are offering them, both still want to keep the phone call short. After all, this is business. The customer is calling because they have a need, and the quicker you can meet or address that...

I read a very relevant and timely article entitled "The Customer Experience Performance Gap" over at Forbes last week where I posted a comment. I wanted to post the comment and a link to the article here for those that may not have seen it. ** My comment on Forbes.com ** Great article, and very timely. As...

As a contact center manager, you've got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking...