Blog

Management had been talking about adding social media customer service for months. “Let’s set up our own Facebook page!” I overheard one of the supervisors declare. “We can put up pictures of the team, talk about stuff happening in the office, and really make it cool and personal! It’s about customer engagement!” “No, no, no.” I heard another...

Social customer care is no longer an emerging trend to merely keep an eye on – it’s a burgeoning movement that companies would be very wise to embrace. Much has already been written and said about the increasing customer demand for social customer service and the impact on companies that don’t do a good job of providing...

There is a flood of mobile use and it’s such a game changer that contact centers will either sink or swim. The proliferation of mobile devices, particularly smartphones, is changing the ways customers expect to interact with companies. It’s the age of the customer and people’s perception of great service is changing – expectations are higher than ever. Brand...

In this month’s webinar we will be covering how to manage NICE CXone’s Universal Queue. I’m excited to share this information with you all because I know how important it can be to your contact center’s success. Customers today are asking for more channels of contact with business. In the age of the customer, providing multiple channels of contact...

How does your contact stack up next to industry peers and what steps do you need to take to improve? Our new benchmark assessment tool uses best practice data from hundreds of surveys conducted by the Aberdeen Group. After you define your job function, you’re taken to a customized assessment that asks about your primary goal and...

Last week, some of my NICE CXone colleagues and I ventured to Marco Island, Florida for the annual Frost & Sullivan East conference. While we were there, we engaged in some great discussions with customers, partners, future customers and friends. Conferences can be a bit overwhelming as there are so many ideas thrown around that it is hard...

Chat. A technology that’s emerging as one of the best ways to connect with your customers, is still something that is completely underutilized. Too many people are afraid to use it; whether because they’re concerned about retraining agents or having to add additional staff, or they’re worried about the cost and time to develop something, or even...