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“Thank you for being a loyal customer.” This is a phrase I've heard many times over the last few months. It makes me think about the companies in my personal portfolio and how I interact with those companies. Do they really appreciate my loyalty? Am I really a loyal customer? How much money have I spent for...

Contact centers have made it part of their everyday business to survey customers following any type of contact. So, what are Customers saying? Here are some of the top complaints that customers have regarding contact centers and the services they provide. 1. Obvious Scripting: Customers have indicated they want to have conversations with the representatives they call. If...

No, I am not talking about the Consumer Electronics Show. I would like to take a moment and talk about Customer Satisfaction. How many of you measure Top Box, Net-Promoter Score, or First Call Resolution? There is no single way to measure customer satisfaction, but I would like to take a moment and talk about CES. What is CES? Customer...

On March 22, Mariann McDonagh, Chief Marketing Officer at NICE CXone, is being honored as an inductee to the Direct Marketing News Marketing Hall of Femme. With this recognition, Mariann is among an elite group of marketers who are setting the standard for marketing professionals. According to Direct Marketing News, “Powerhouse brands have much in common: dynamism, flexibility, incisiveness, intelligence....

The popularity of credit and debit cards in today’s society alongside the prevalence of identity theft has led to a recent uptick in interest surrounding the Payment Card Industry (PCI) Data Security Standard (DSS). As you look to secure and protect the data your contact center records, it’s important to understand the PCI DSS and its specific...