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Improving Your Agent Experience, One Step at a Time
By: NICE-inContact  |  Published: December 11, 2019
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Cesar Castro
Article
How to Make Employees the Superheroes of Your Customer Community
By: Cesar Castro  |  Published: December 11, 2019
As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of... Read More
Article
The Ultimate Guide to Customer Retention
By: Sam O'Brien  |  Published: December 06, 2019
Companies today often spend so much time and focus on trying to acquire new customers, that they forget about their existing ones. Yet, studies by the Harvard Business Review show that a... Read More
NICE nexdia
Research
The Analytics Bundle
By: NICENexidia  |  Published: December 05, 2019
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Adam Aftergut
Article
How Engagement Is the Path to ROI Growth
By: Adam Aftergut  |  Published: December 04, 2019
Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100% in each of the past four years – a far cry from the average annual turnover rate... Read More
Erica Mancuso
Article
Don't Let It Go Unused: Getting the Most Out of Your Existing Technology
By: Erica Mancuso  |  Published: December 02, 2019
It happens to the best of us. As we vet options, we become enamored by the bells and whistles and cool functionality that a technology product can deliver. Then, we go through... Read More
Holger Reisinger
Article
Can Voice Analytics Stem the Customer Satisfaction Skid?
By: Holger Reisinger  |  Published: November 26, 2019
Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well? I'll admit it. As predictions go, mine... Read More
Article
15 Best Practices for Quality Assurance in the Contact Center
By: Lauren Maschio  |  Published: November 25, 2019
Quality assurance (QA) is a high-value application for contact centers, particularly when combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at... Read More
Article
7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
By: Leslie O'Flahavan  |  Published: November 22, 2019
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More
ICMI
Article
Submit Your Votes for the 2019 ICMI Top 50 Thought Leaders
By: The Editors  |  Published: November 21, 2019
It's that time of year again. Holiday cheer is in the air, the weather is getting cooler, and we're hard at work preparing for the year ahead. In keeping with a beloved... Read More
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