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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…

We’ve always maintained a customer-centric approach to developing our software. That’s why we’re spearheading the use of live chat for digital customer service. We’ve listened to what our customers want, and it couldn’t be clearer: live chat will make customers happier and more engaged, leading to higher revenues and long-term loyalty. Simply put, live chat is indispensable for customer…

The California Consumer Privacy Act was enacted last year and will go into effect January 2020. There are several amendments currently under consideration summarized below. The deadline for 2019 is September 13 for approval and October 13 for the Governor to sign or veto the bills. Bills that do not pass in 2019 may be brought up again during the 2020 legislative session for consideration.

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a…

In recent years businesses have been rapidly changing the ways they interact with customers and employees by delivering an Experience Transformation. These changes are in response to radical shifts in experience expectations, enabled by technology platforms (e.g. mobile, social and digital) that offer self-empowerment, flexibility and immediacy. NiCE is at the forefront of empowering organizations to transform the experiences they deliver. In this blog post, I will cover Hyper-Personalization, one of the essential pillars needed to successfully accomplish this and explain the role NiCE’s solutions play in making it a reality.

Paul Jarman, NiCE Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in…