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Adoption of Robotic Process Automation (RPA) is soaring in most industries, a trend that is creating enormous demand for professionals with the technical and business skills to drive through successful automation projects. We are answering this demand with a range of training, knowledge resources and programs to help our customer and partner communities to successfully scale their attended and unattended automation initiatives.

Measurement provides a standard for how we understand the world. From weight, temperature, length, value and even time we rely on many forms of measurement in our daily lives. Measurement helps us get to work on time, bake the perfect cake for a special someone, ensure our finances are in order, and score our favorite game. Without measurement, we would have no way of knowing if something was right or wrong, fair or unfair, early or late, making progress or… you get the point! Measurement has become absolutely critical to compare and define progress.

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos,…

Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has a very strong quality management and training team….

Your customers are talking. Are you listening? Many of them speak volumes about their experiences with you but deny your requests to give formal opinions. They provide critical feedback about your brand, but they don’t want to talk to you about it. These customers are known as your “silent majority.” You won’t hear from them directly through traditional methods such as phone and online surveys. While sentiment scoring captures valuable interactions with live customer agents, the majority remains silent. They express the joy and pain of doing business with you through their journeys. However, they still fully expect for you to hear and respond to what they are experiencing. They are a majority. Are you listening?

Are you too a privacy geek? Or simply a mere mortal struggling to understand the scope of the California Consumer Privacy Bill? In the numerous discussions led with our customers, it seems quite some confusion was created by the US version of the EU GDPR. Why? Well precisely because it is different than the GDPR. So let’s see here the top 6 differences between the two and how they impact the contact center.

In late April, NiCE convened Interactions 2019 and all roads to secure and convenient customer emanated from three foundational elements: “The Cloud, Analytics, ‘Digital & AI’ and Automation.” For more detail on the event see this post. Of these major components, the speech analytics resources developed by NiCE Nexidia, which was acquired three years ago, were of special interest to me, especially as I home into how analytics is being elegantly integrated with the company’s internally-developed, market leading voice-based identification and authentication capabilities.