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We’re pleased to let you know that NiCE CXone has received the highest score in Customer Engagement Center use cases in Gartner’s “Critical Capabilities for Contact Center as a Service” research report, just out in mid-December. We believe that the exemplification of NiCE CXone’s critical capabilities applied to real-world use cases is especially interesting because it demonstrates…

Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialer solutions. A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that requires making outbound…

As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, MSI focuses on…

Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus…

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a…

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NiCE CXone being named a leader for cloud call center software. We’ve…

Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. This same rule applies when people call into your contact center. And if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark survey, 66% of the 2,400…