Best Practices Entries

Call Center vs Contact Center

What is the difference between a Call Center and a Contact Center?It is widely accepted that a Call Center is focused on phone calls while a Contact Center would connect with people across multiple channels. These additional channels may include text, email, webchat,...

When is AI BS and what is ChatGPT

The talk of Artificial Intelligence or AI enhancements in the Contact Center has been on the rise recently. I am naturally a bit of a skeptic and having spent 15 years in the technology industry before entering the Contact Center industry, I pushback when I see buzz...

NGNInsights™ Provides AI Powered Analytics, Dashboards, and Gamification for Nice InContact™

Grupo NGN has enhanced the NGNInsights™ integration with Nice InContact™ to the latest API version. This makes it simpler for Nice InContact™ users, regardless of the channels utilized, to add the AI powered analytics, dashboards, and gamification features provided...

Contact Center Bill of Rights

On December 15, 1791, three-fourths of the existing US State legislatures ratified the first 10 Amendments of the Constitution—the Bill of Rights. These 10 amendments outlined key rights and protections of US citizens from the federal government. For more than 200...

Top 10 Ways to Maximize Using a Store to Motivate your Contact Center Employees

Dec 5, 2022 | Article, Best Practices

Offering a store where employees can shop and buy items is a great way to add motivation and fun to your Contact...

Complex routing/decisions made simple. Can your CCaaS do this?

Nov 3, 2022 | Article, Best Practices, Compliance Corner

It is my impression that the Contact Center industry indoctrinates customers to simply not expect that complex...

Scheduled Callbacks or The Art of Increasing Customer Satisfaction

Oct 20, 2022 | Article, Best Practices

Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the...

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