Transforming customer experiences

The NICE inContact Blog

Category: Call Center Best Practices

1187 blogs

Is NetPromoter the Answer

What is NPS?Over the past several years, the NetPromoter methodology has emerged as a leading indicator of customer loyalty. Its founders, Dr. Fred Reichheld and SatMetrix, have also linked it to corporate growth. Here is how it works:Using a 0-10 point scale, the participant is asked a single question, "Would you recommend us to a...

So... What's the Internet up to Today

For inContact and a host of other services that businesses utilize today, the Internet is absolutely vital. InContact agents using myAgent, and supervisors using inTouch or the Webmanager tools, depend on a stable reliable Internet connection for proper and efficient operation. Fortunately, the Internet today has become very fast and very reliable. However when problems do occur,...

SaaS and Virtualization...

Lately, the question has come up asking about the differences between Software as a Service and virtualization. I suspect this is because virtualization comes up a lot in the same conversations, but let’s be clear, they are different. To keep it simple, let just think of SaaS as delivering a fully baked, turnkey service of value...

Suggested Reading Material to Understand What SaaS is All About...

I recently re-read the book "The Big Switch - Rewiring the World, from Edison to Google" by Nicholas Carr and would recommend it to anyone who is looking for an explanation as to why SaaS is such a big deal. The author does an excellent job of detailing the history of electricity and computing and draws...

Getting an Intelligent-T – Why When How Many and Who to Call

An Intelligent-T (T1/DS1) is a dedicated service that can be used to deliver inContact calls directly to agents, bypassing the PSTN. Customers use Intelligent-T’s because of their ability to reduce costs, improve performance and provide unique functionality. Reducing Costs: An Intelligent-T is a flat rated service. The portion of the call that uses the Intelligent-T is rated at $0....

Network Monitoring Made Easy

The data network is the heart and engine of today’s call centers. If the data network is down or impaired, it will probably be felt at every level of your centers performance. This fact means that it is vital that the IT staff have as much visibility to the health of all the components that...

Working at Home and Being Green

Happy Earth Day! Well, as you can expect, everyone is talking about the need to go green. One of the trends to go green that I am particularly fond of has to do with getting work done without requiring everyone to pile into the same office building. Remote working has immediate and tangible benefits...