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Articles - Brian Mistretta

Brian Mistretta, Director, Product & Segment Marketing, NICE, CX Division

Connect with Brian on LinkedIn

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The Ultimate Guide to PCI Compliance

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The Agent Working 24-7 Might Need a Tune-up

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5 Tips to Help Provide More Empathetic Customer Interactions

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Adopt These CX Resolutions for a Successful New Year

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How to Maximize the Value of Your Customer Satisfaction Survey Process

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Using the Cloud to Bolster Government Disaster Continuity Plans

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How Your Government Contact Centre can Adapt to Federal Cost Cutting

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4 Must-Have Requirements When Selecting Contact Centre CEM Solutions

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CX Challenges in Government Contact Centres

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Recorded Webinar: Making Customer Journey Mapping Easier

Call Centre Pain Points

What Are the Main Call Centre Pain Points, and How Can They Be Solved?

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How to Spot and Act on Agent Training Opportunities

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The Future of Customer Communication

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20 Demand Planning Techniques for Your Call Centre

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Digital Transformation Addresses These 5 Top Customer Expectations

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5 AI Use Cases for Your Contact Center

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Editor's Pick

Thumbnail 21 Amazing Habits to Foster in Your Frontline Agents

21 Amazing Habits to Foster in Your Frontline Agents

Thumbnail How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Thumbnail 10 Ways to Be More Customer Centric

10 Ways to Be More Customer Centric

Latest Resources

eBook: The Impact of AI on the Contact Centre

eBook: The Impact of AI on the Contact Centre

Webinar Replay: What Does an Excellent Customer Service Strategy Look Like

Webinar Replay: What Does an Excellent Customer Service Strategy Look Like

Upcoming Events

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Unleash Gen AI-Powered Growth in Your Contact Center – Webinar

Tue 07 May 2024

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HP | Poly Customer Welcome Centre Tour and Demo

Wed 08 May 2024

Latest Insights

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Mastering CLI Compliance: Navigating Ofcom Regulations

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Why Employees Suffer From Burnout and What To Do About It

Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

Popular Pages

Thumbnail The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template

Contact Centre Dashboard Excel Template

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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