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Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding. A large contact center was needed to handle critical incoming phone and email inquiries from so many people, and it...

Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! And in the midst of all this, agent productivity has improved, average call handle time has been reduced by 30% and call transfers have been reduced by 5%.This is MoneyGram International since it unified...

Did you know that knowing what a VCR is, not using #hashtags on a regular basis, and ownership of a landline telephone are all tell-tale signs that you are NOT a millennial nor Gen Z? #itstrueI recently found statistical data on the loss of landline usage – here’s a summary: 2004: Over 90% of households in the...

There are few other times when speed and accuracy are more critical than when someone’s personal data has been compromised. But as a data breach response service, Austin-based AllClear ID provides exactly this kind of responsiveness to client companies and their customers. In fact, AllClear has successfully managed the three largest data breaches to date—all while maintaining...

This is part three of a four part series on the economic value of Customer Experience PlatformsIn part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part two, we looked at KPIs that drive enhanced customer experience and true financial benefits. In this...

NICE CXone swept the 2018 CRM Service Leaders awards presented by CRM magazine. Analysts project that the cloud contact center market will grow more than 20 percent per year – with that growth you need a trusted solution to provide for your contact center needs. See below where CXone stacked up and why it was described as,...