Best Practices Nice inContact

Be Proactive in Protecting Customer Data

The most significant security risk to a company’s data or systems comes from within—human error.

Operations Contingency Planning Technology Data Security


Target Those Manual Processes with Automation

Way too many centers still have way too many manual process steps, negatively impacting the customer experience and the cost of doing business.

Technology Workforce Optimization Assisted Service


How AI Is Reducing Handle Time and Improving the Customer Experience

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.

Technology Artificial Intelligence White Papers


Getting Off to a Flying Start… Or Are You?

When those without a real understanding of what it takes to run a contact center make leadership selections, they may be basing decisions on the wrong criteria.

Strategy Culture


CX Pundits Vs. CX Practitioners: Real Life or Fantasy?

Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.

Strategy Customer Experience