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In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a some of the fundamentals on CX and how to roll it out to your organization. Everyone is excited about CX, given the direct correlation with revenue and margins….

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center…

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, cloud call center software enjoys the flexibility and seamlessness of updates—even larger scale ones—often without…

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? AI? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very…

I’ve been dealing with contact center fraud for the better part of my career, as a product manager and as a marketing professional. One thing that can’t be disputed is that fraud is on the rise. Stories of major data breaches now regularly make international news and something as significant as 100 million records being stolen doesn’t seem to surprise anyone.

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be…

​I dream with my eyes open… so do my fellow executives here at NiCE. It’s the only way I can explain our ability to constantly innovate and repeatedly stay ahead of the curve with our customer service solutions. We saw that the future is cloud back in 2017 when we were the first to launch CXone, the world’s no. 1 cloud customer experience platform. We visualized what a huge impact automation would have on customer experience and employee productivity when we unveiled NEVA, the world’s first employee virtual assistant. But I’m not writing this blog post to highlight our achievements but rather demonstrate our culture of innovation which is how I believe we should live, work and dream. So, let’s fast forward to what the future of customer service will look like in 2019 and beyond.