Blog

Sherri Hollobaugh has served on the NiCE User Group Board of Directors since 2011. She assumed the Chief Operating Officer position in 2014.

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

While Call Centers are not the glamour department in most businesses, the quality of service your agents provide is critical in the eyes of most customers. In fact, 55% of customers in a recent survey said they switched to another company after a bad customer experience. If you want to retain your customers, you need to make sure your call center agents are providing satisfying customer care.

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas). This identifier first appeared in the term SaaS (software-as-a-service) and was quickly narrowed down to more specific industry categories such as UCaaS (Unified Communications as a Service), CPaaS (Cloud Platform as a Service) and CCaaS (Contact Center as a Service) – of which NiCE CXone has become a market leader.

As we enter a new year and launch a new decade, three trends help shape demand for, and end customer attitudes toward, voice-based authentication and fraud prevention.

In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service.

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased. So naturally, the complexity of forecasting and scheduling has also increased!