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Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities,…

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so now you can just coast, right?…

Fall ushers in thoughts of kids returning to school, and for adults in technology, this can also be a time to learn! By attending a local NiCE User Group (NUG) chapter meeting, you’ll discover many opportunities to increase your technical skills and expertise. Here a few tips to help you make the most of your meeting experience.

You’ve invested in both technology and personnel to optimize call center services and increase customer satisfaction. In fact, your agents are more service oriented than ever, using all the tools at their disposal to resolve issues quickly and efficiently on the first call. Fraudsters know this. That is why call centers are a prime target for fraudulent activity. Criminals use social engineering methods to dupe helpful agents who are focused on resolving customer issues efficiently and not on filtering out fraudulent callers.

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like email. And they like it…

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them. If…

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Happy customers buy more, cost less to serve and are strong…