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.
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.
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Brad Cleveland Blog
AUGUST 2, 2012
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
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.
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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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Interactions
AUGUST 26, 2012
'The IACP (International Association of Chiefs of Police) will be holding its 118th Annual Conference and Exposition later this month. Thousands of public safety executives will converge in Chicago for the event, where they’ll have an opportunity to peruse the latest technologies for revolutionizing law enforcement, including NICE Situator and NICE Inform.
Customer Interactions
AUGUST 26, 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
AUGUST 26, 2012
'A few weeks ago I attended the IACP (International Association of Chiefs of Police) conference. While I spent a great deal of time in the NICE booth demoing NICE Situator (our Situation Management Solution) and NICE Inform (our Incident Information Management Solution), I was also looking forward to walking the show floor. I did some reading on the show prior to getting there, so my expectation level was appropriately set.
Customer Interactions
AUGUST 1, 2012
'When you hear the term “perimeter security” it probably conjures up images of fences, video cameras, and sensors. There are literally hundreds of different sensors and systems that organizations can use today to protect the perimeter.In fact, it’s not uncommon to use multiple detection methods. The problem is, if these systems are working in isolation, they could each tell you something important, but they won’t tell you everything you need to know.
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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.
Brad Cleveland Blog
AUGUST 2, 2012
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
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