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Albert Einstein is famously attributed to have said: “If I had only one hour to save the world, I would spend fifty-five minutes defining the problem, and only five minutes finding the solution.”

Performance and consistency in business can only be created with innovation and inspiration. TransUnion recently worked with us to produce a tremendous Nexidia Analytics success story, where they worked first to meet the Four V’s of Big Data, but then they challenged NiCE Nexidia to meet the same criteria from the standpoint of data analysis: Velocity (the pace of incoming data); Volume (the amount of data generated); Veracity (transparent, objective analysis); and Variety (omnichannel sources, structured and unstructured). Read on to learn more about how Nexidia Analytics met TransUnion’s high standards.

Recently we celebrated my daughter’s first birthday. For reasons that I can’t really recall, we wanted to make a party out of it: balloons, cakes, and friends. It was all set, organized, and ready to start. A couple of hours before the party as we were loading all the props onto the car to bring to the venue, I started to fear that no one would come. Do you know that feeling? That you fear being the only one?

The European Union’s Revised Payment Service Directive, better known as PSD2, raises the bar for “strong” security by mandating three-factor authentication, not just two. It’s food for thought because it begs the question, why stop there? We know that one factor is not enough, but is the risk of fraud going to drive us down the path to four, five, n-factor authentication? Taken to its illogical conclusion, there is no end to the demand for additional factors.

Having seen the Behavioral Model live in action at work for over a decade, and seeing the connections in contact centers – between both employees with customers, and coaches and employees – the language and style clues are always present and drive the ability to connect, or emphasize where there may be a disconnect. This is the power of personality. Our language is a clue into who we are and how we operate. Our style needs and characteristics are prevalent in how we communicate, because at the end of the day, we want others to recognize us in a way that best fits our needs. In addition to our language, we also leave clues around us to advertise to others how to meet our needs.

​As we step into the second month of 2019, it’s crystal clear that we now operate in a customer experience economy. No longer do price and product alone compete in the marketplace – customer experience, customer loyalty and of course customer satisfaction are all just equally as critical to a company’s success.

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using quality management analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate…