Blog

No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents...

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. To understand why that's important and what it should mean for companies, it's necessary to get an idea of how marketing and customer service have been siloed and why this has harmed both departments. In principle, marketing and customer service would seem...

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom. Its mission: to make fossil fuel-free living possible within one generation. CXone cloud contact center software would be pivotal in the company’s growth...

Everybody’s talking about artificial intelligence (AI)! But if you’re like most, you’re wondering how to harness AI’s amazing potential and incorporate it into your contact center in ways that will benefit customers, agents and the organization. In fact, you may be wondering where and how to start. Good news! Our webinar CXone and Artificial Intelligence in Action will...

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients. But for years, the company had been using an outdated, on-premises contact center system that had severe limitations—it could handle only calls and...

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity...

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE and the NICE CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company...