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

Marketing 36

Marketing Management 36

Brad Cleveland Blog

JUNE 30, 2012

Brad shares examples of organizations that are shaping access strategies that support and further their brands. Brad shares examples of organizations that are shaping access strategies that support and further their brands.

Call Center 20

Call Center Contact Center Customer Service Management 20

Customer Interactions

JUNE 4, 2012

'NICE’s Dr. Bob Banerjee recently sat down with Security Sales & Integration Assistant Editor Ashley Willis to talk “perimeter protection.” In this interview, Bob reveals why maximizing detection and minimizing false alarms can be a tough balancing act. He discusses the pros and cons of thermal cameras, shares different options for deploying PIDs analytics, and explains why PTZ cameras are essential for perimeter intrusion detection.

Analytics 29

Analytics Sales 29

Customer Interactions

JUNE 20, 2012

'Airport environments are anything but simple – and that makes securing them evermore complex. Toward this end, airports collectively spend billions on aviation security annually. While this technology has automated and greatly improved many functions, it has also created some challenges – precisely the types of challenges that PSIM was created to address.

Technology 28

Technology Management 28

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Brad Cleveland Blog

JUNE 30, 2012

Brad shares examples of organizations that are shaping access strategies that support and further their brands. Brad shares examples of organizations that are shaping access strategies that support and further their brands.

Call Center 20

Call Center Contact Center Customer Service Management 20

Brad Cleveland Blog

JUNE 29, 2012

What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy? What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy ?

Call Center 20

Call Center Customer Service Management 20

Brad Cleveland Blog

JUNE 28, 2012

Shaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions.

Call Center 20

Call Center Contact Center Customer Service Management 20

Brad Cleveland Blog

JUNE 28, 2012

Shaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions.

Call Center 20

Call Center Contact Center Customer Service Management 20

Brad Cleveland Blog

JUNE 27, 2012

Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy.

Call Center 20

Call Center Contact Center Customer Service Management 20

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

Brad Cleveland Blog

JUNE 27, 2012

Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Customer access strategies are like business plans - they vary greatly. Here, Brad discusses a standout example of an effective access strategy.

Call Center 20

Call Center Contact Center Customer Service Management 20

Brad Cleveland Blog

JUNE 26, 2012

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

Service level 20

Service level Technology Call Center Contact Center 20

Brad Cleveland Blog

JUNE 26, 2012

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

Service level 20

Service level Technology Call Center Contact Center 20

Brad Cleveland Blog

JUNE 25, 2012

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.

Call Center 20

Call Center Contact Center Customer Service Management 20

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Brad Cleveland Blog

JUNE 25, 2012

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.

Call Center 20

Call Center Contact Center Customer Service Management 20

Brad Cleveland Blog

JUNE 24, 2012

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.

Call Center 20

Call Center Management Contact Center Customer Service 20

Brad Cleveland Blog

JUNE 24, 2012

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.

Call Center 20

Call Center Management Contact Center Customer Service 20

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession.

Contact Center 20

Contact Center Call Center Customer Service 20

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So many people come from so many different backgrounds" in this profession.

Contact Center 20

Contact Center Call Center Customer Service 20

Brad Cleveland Blog

JUNE 22, 2012

Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence.

Contact Center 20

Contact Center Call Center 20

Brad Cleveland Blog

JUNE 22, 2012

Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders.

Contact Center 20

Contact Center Call Center 20

Brad Cleveland Blog

JUNE 21, 2012

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfa

Contact Center 20

Contact Center Strategic Value Service level Call Center 20

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Brad Cleveland Blog

JUNE 21, 2012

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfa

Contact Center 20

Contact Center Strategic Value Service level Call Center 20

Brad Cleveland Blog

JUNE 19, 2012

Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).

Contact Center 20

Contact Center Call Center Customer Service 20

Brad Cleveland Blog

JUNE 19, 2012

Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).

Contact Center 20

Contact Center Call Center Customer Service 20

Brad Cleveland Blog

JUNE 18, 2012

Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?

Call Center 20

Call Center Management Contact Center Customer Service 20

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 Experience

Brad Cleveland Blog

JUNE 18, 2012

Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn't) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?

Call Center 20

Call Center Management Contact Center Customer Service 20

Brad Cleveland Blog

JUNE 17, 2012

Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically.

Call Center 20

Call Center Contact Center Customer Service 20

Brad Cleveland Blog

JUNE 17, 2012

Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically.

Call Center 20

Call Center Contact Center Customer Service 20