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.

Self service 40

Self service Best practices Interactive Voice Response Abandon Call 40

Customer Interactions

NOVEMBER 8, 2012

'As an industry, 9-1-1 is on the threshold of some big changes. NG9-1-1 and consolidation are two. But those aren’t the only trends that will shape the PSAP of the future. Let me share my vision with you. Every week, I read about more and more municipalities undertaking or expanding city-wide video surveillance initiatives. Of course, the focal point for these programs is typically the city surveillance center.

Management 45

Management 45

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.

Customer Service 20

Customer Service 20

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.

Analytics 36

Analytics Transportation Customer Experience Wait times 36

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Contact Center

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.

Management 32

Management 32

Customer Interactions

NOVEMBER 15, 2012

'I was excited to learn that the newest release of our NICE Inform incident information management solution received an APCO Hot Products Award. This is the second time NICE Inform has been recognized as an APCO ‘hot product,’ the first time being in 2009. It fills me with pride to realize that the vision I first laid out on paper almost a decade ago has been realized.

Marketing 28

Marketing Technology Management 28

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.

Customer Service 20

Customer Service 20

Brad Cleveland Blog

NOVEMBER 17, 2012

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions.

Consulting 20

Consulting Consulting Service level Customer Service 20

Brad Cleveland Blog

NOVEMBER 17, 2012

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions.

Consulting 20

Consulting Consulting Service level Customer Service 20

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