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Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.
'Over the last year, PSIM solutions have gained substantial traction, and industry analysts, such as Frost & Sullivan, are predicting exponential growth. As someone who runs educational PSIM workshops around the U.S., I’d like to think these sessions have enlightened those attending. But, they’ve equally enlightened me about the types of challenges that organizations face, and how PSIM can help.
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Smartphones: Global smartphone shipments are expected to jump this year by 25% according to Digitimes Research, By 2015, IDC expects more US consumers will access the internet through smartphones than PC’s.
On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. When performance metrics remain steady over time, you may want to investigate why they have plateaued.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
'Oil and gas refineries employ various security technologies like access control, perimeter detection technology and CCTV cameras. In the last several years these facilities have come under increased scrutiny with government regulations such as MTSA/TWIC and CFATS. The use of CCTV continues to grow as facilities add and upgrade cameras from older analog platforms to IP.
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'Oil and gas refineries employ various security technologies like access control, perimeter detection technology and CCTV cameras. In the last several years these facilities have come under increased scrutiny with government regulations such as MTSA/TWIC and CFATS. The use of CCTV continues to grow as facilities add and upgrade cameras from older analog platforms to IP.
'As Director of Marketing-Public Safety at NICE, one of my key roles is to develop educational content that focuses on hot trends impacting the Public Safety industry. One trend I see taking shape is a migration to hosted solutions. With NG9-1-1 on the horizon and municipal budgets continuing to contract, hosted solutions are getting a serious look.
'During the many years I have attended the IFSEC exhibition in the UK, I have seen the fanfare of many new innovations in security technology. This year, there was the usual array of new hardware and software on display, but whether it was a camera, sensor, alarm, analytics, or access control vendor, the message coming loud and clear from the show floor was one of integration.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
'It was Even Bigger, Better than Last Time! I’m just back from my second NICE Interactions global customer conference. This year it was held in sunny Orlando, where over 2,000 NICE customers and business and technology partners shared information and best practices, and learned about new solutions for their organizations. Wow! What a great event from every perspective!
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
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