Beyond Morale
FEBRUARY 23, 2012
There have been times when I have entered a workplace and just felt the weight of the emotional tension. The air was so thick that it was hard to breathe despite it being a smoke free environment. When you looked around you could see the employees walking around on tip toes with their shoulders slumped over. The first time I walked into a place and felt this, my first assumption was the leader must be a tyrant.
TRUSTID
DECEMBER 18, 2012
Sitting at the core of every financial transaction is trust. Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. The recent article, “$850 Million Scheme Exploited Facebook: Authentication, Secure Browsing Would Have Reduced Losses,” illustrates just how important customer authentication is.
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Sampson Lee
JULY 20, 2012
I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].
TASKE Technology
DECEMBER 13, 2012
Last year, we looked at three common challenges during the holiday season, including marketing campaigns that bring in first-time customers, fewer discretionary spending dollars, and overtaxed agents. Unfortunately, this year’s economy is not much improved, and you may again find yourself dealing with the same issues. However, it’s important to keep an eye on the future so that you’re prepared when markets take a turn for the better.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Horizon CX
AUGUST 3, 2012
'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.
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Brad Cleveland Blog
NOVEMBER 15, 2012
Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be posted in many places, including your website, mobile apps, overhead screens like this example (London’s Heathrow Airport), and elsewhere.
Beyond Morale
OCTOBER 16, 2012
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? Have you wondered why these programs produce leaders that go to create other winning teams? I find myself looking to emulate great coaches (leaders) all of the time.
Beyond Morale
MAY 15, 2012
Why is it employees want consequences placed on others that they wouldn’t place on themselves? It is very typical that people ask me what my opinion is about certain real-life and hypothetical situations in order to extract my opinion. The other day I was conducting a business briefing and was asked how I would respond to a real situation that my questioner Mark experienced.
TRUSTID
DECEMBER 11, 2012
Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call centers.
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TASKE Technology
NOVEMBER 8, 2012
Last time , we talked about reasons to consider providing or enhancing self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives. As with any new initiative, you want to make sure that your investment – time, money, or resources — is going to give you the best return possible.
TASKE Technology
OCTOBER 10, 2012
In a previous post , we talked about how to motivate agents by creating an environment where they can focus on higher-value work. One great way to do this is to provide your customers with more self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives.
TASKE Technology
SEPTEMBER 6, 2012
Over the last couple of posts, we’ve talked about the effects of staffing cuts on your contact center and how to mitigate them. Unfortunately, the economic reasons that often prompt staff cuts also make it difficult to provide financial incentives for the staff we have left. In July, Bloomberg BusinessWeek published the article “Employment Costs in the U.S.
TASKE Technology
FEBRUARY 19, 2012
We’ve just come through two periods that may have put some pressure on you to closely monitor call volume: the holiday sales period starting on Black Friday and the post-holiday returns and discounts period. We tend to refer to periods such as these as “peak” periods—those where call volumes increase over normal levels for an extended period of time.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
TASKE Technology
JANUARY 9, 2012
Congratulations. You’ve made it through the holiday season. If you followed the tips in our December blog, you probably picked up new customers, provided incentives for customers to purchase your products or services, and supported your staff through the busiest time of the year. Be careful though. You’re not quite ready yet to take a break and recuperate.
Customer Interactions
DECEMBER 20, 2012
'As we approach 2013, it’s a good time to take note of some of the trends in Video Surveillance that will likely gain traction in the New Year. Fortunately for organizations, many of these trends eliminate expensive rip and replace costs that in the past have prohibited the adoption of new technologies. Instead, the market in 2013 is shifting towards solutions for cost-effective migration that leverage and boost the capabilities of existing infrastructure.
Customer Interactions
JULY 18, 2012
'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.
Customer Interactions
SEPTEMBER 12, 2012
'The business world’s attention is on Latin America. More specifically, on Brazil. With purchasing power expanding across all socio-economic classes, the Brazilian economy is booming. Furthermore, while the global economic recession has affected public and private spending in other countries around the world, it has not touched Brazil, which makes the country even more attractive for foreign companies looking to ride the wave of growth.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Customer Interactions
JULY 4, 2012
'Just think about what you''ve done in the last hour. Is it possible you were touched by a NICE security solution without even knowing it? With thousands of deployments worldwide in airports, transit systems, banks, major landmarks and city centers, NICE security solutions are making the world a safer, more secure place. In fact, in just one hour of a typical day, our solutions not only secure millions of people, they also help many different types of organizations improve their operations by wo
Customer Interactions
NOVEMBER 1, 2012
'As a frequent international traveler, I spend a lot of time in airports. Like most travelers, my main focus is getting from one place to the next in as little time as possible. The process of check-in, security, passport control, and boarding are like a series of travel hurdles. If I get through them quickly, I’m happy. If not, I, like most of the others in line with me, start muttering a range of frustrated thoughts.
Customer Interactions
AUGUST 29, 2012
'As the 2012 summer Olympics came to a close recently, I found myself reflecting on the great moments of the games. There were moments of success, excitement, expectation and disappointment. For athletes, making it to the Olympics takes years of preparation – and endless hours of training, learning and continuous improvement – culminating in a “make or break” moment in the competition.
Customer Interactions
FEBRUARY 20, 2012
'I returned from TechSec 2012 in Delray Beach, FL about a week ago. The conference attracted a great audience, evenly balanced between end users, consultants and integrators. Martha Entwistle kick-started our TechSec session on "PSIM, PSIM-Lite and VMS - Solving Problems outside the Acronym Box." I presented the essential concepts, but my guest panelists brought those concepts to life with genuine vendor-neutral case studies.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Customer Interactions
JUNE 27, 2012
'Urgent Communications’ Editor Glenn Bischoff recently caught up with Diamond Chaflawee, NICE Systems’ Director of Marketing for the Public Safety Sector, at NENA. Diamond gave Glenn a primer on NICE Inform’s Next Gen 9-1-1 capabilities and talked about some of the new features of Inform coming down the road. In this video interview Diamond discusses how in the future PSAPs will be able to use NICE Inform to capture and manage any traffic coming through the ESInet, including SI
Customer Interactions
AUGUST 23, 2012
'How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. Each one is skilled, kind, and dedicated. In February 2012, as I was thinking about who to nominate, a call came in to our PSAP. It was a hysterical mother whose child was choking.
Customer Interactions
OCTOBER 18, 2012
'Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia. I later joined Maureen Rush, Vice President Public Safety for the University of Pennsylvania on a campus tour where we got an up close look at the Uni
Customer Interactions
AUGUST 16, 2012
'Billed as “public safety communications biggest event of the year,” the APCO conference is always exciting and I’m especially looking forward to attending this year. Next Generation 9-1-1 is now starting to move from the drawing board to reality, and as it does, PSAPs will have access to many new information sources through shared IP networks.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Customer Interactions
JULY 25, 2012
'Last week I read with great interest a report published by the Frost & Sullivan analyst group, which places the PSIM (Physical Security Information Management) market under the microscope. It is clear that the momentum for PSIM is growing daily. The report revealed that approximately $150 million of revenue was earned for PSIM solutions during 2011, and it predicted exponential growth, with a potential market sizing of $2.8 billion by 2021.
Customer Interactions
NOVEMBER 30, 2012
'Some companies grow the old fashioned way (organically). Others expand their footprint through mergers and acquisitions. Either way, companies can face “growing pains” when it comes to managing security operations. For example, companies that grow organically tend to add physical security systems with each changing of the guard, as new management comes in.
Customer Interactions
OCTOBER 4, 2012
'Today, many companies are turning to cloud-based computing to increase their capacity and capabilities, or to add services on demand, without the downside of expensive infrastructure costs and higher support staff headcount. While companies are embracing the cloud in record numbers, for the most part, Public Safety agencies have historically shied away from hosted solutions that put control in the hands of outside entities.
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