Our team collected some amazing articles covering CX, Big Data and other hot industry topics. Feel free to click through our picks! There’s a lot of great material for any professional in CRM to pick up on.
Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise
As with everything in life, the proof is very much in the pudding. The conclusion to our Voice of Customer (VoC) video blog series focuses on how the best practices which have been shared throughout the series have been put into practice by one of our clients.
Research shows that most customer-focused organizations use journey maps to plan how to engage with customers across different touch points and communication channels during the customer life cycle. This concept is great in theory, but it falls short when trying to understand the customer experience.
Speech analytics continues to be an exciting application because it does something that has never been done before in contact centers or enterprises – it uncovers insights by analyzing large numbers of conversations and converts the findings into files of metadata for analysis.
Our team collected some fascinating articles this past week. Each of our picks offers a wealth of insight for all professionals in CRM to learn from. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.
Congratulations! You've joined the growing ranks of accomplished contact center managers asked to bring direction and accountability to the back office. Every department has its challenges, and in your first two weeks you will doubtless take basic steps to foster a high-performing environment. Before you can apply your unique and valuable contact center experience, take one step back and consider this guide to the first two weeks in the back office.
When launching a performance program, it is important to begin by setting the right goals and communicating results. But once the program is up and running, organizations should ask themselves: are the waves of performance data washing onto the frontline driving the right actions?
Sometimes “company policy” drives me crazy. Often policies are perceived as unbendable rules. When it comes to customer service, the words policies and rules may not be the best choice of words for creating a customer focused environment.