Beyond Morale

OCTOBER 31, 2011

In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses and how you can neutralize a bad boss. She states as many as half of American workers feel low levels of employee engagement stem from poor management. To explain how to overcome the affects of a bad boss she talks about a character Pierre that was placed into a low performing subsidiary as a COO.

Employee engagement 59

Employee engagement Personalization Management 59

Bryant Richardson

OCTOBER 19, 2011

I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer.

Contact Center 40

Contact Center Call Center Customer Service Customer Experience 40

TASKE Technology

OCTOBER 6, 2011

Over the summer, we talked about the importance of defining key metrics such that they help your contact center contribute to the success of your business. We hope that the information has helped you to set achievable metrics based on sound analysis of the factors that are critical to business objectives. Now, let’s look at one of the biggest barriers to meeting those objectives: lack of motivation among your employees to provide the service levels necessary to meet the targets.

Contact Center 40

Contact Center Metrics Service level Coaching 40

Globitel

OCTOBER 5, 2011

Globitel Launches “My Status” Service for its Customers. Globitel , the worldwide leading telecom solutions provider, has recently launched a new innovative service in the telecommunications and information technology solutions market called “My Status”, allowing users to specify their general status to all callers, some callers, or specific callers.

Telecommunications 40

Telecommunications Call Center Marketing Sales 40

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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

Customer Interactions

OCTOBER 17, 2011

'Are you ready? Even as some electric utilities rack up penalties for not complying with current NERC CIP standards, FERC is considering proposed changes to CIP requirements (NERC CIP-002 version 4) which could dramatically increase security demands placed on U.S. electric utilities. If approved by FERC, NERC CIP-002 version 4 would apply new bright-line criteria to determine what constitutes Critical Assets that need to be protected, in order to ensure the reliability of the bulk power system.

Surveys 30

Surveys Enterprise Management 30

Beyond Morale

OCTOBER 11, 2011

For the longest time the Cleaver’s, in the popular 1950’s television show “Leave it to Beaver” was represented as the ideal American family. June and Ward (Cleaver) were conscience parents that viewed their responsibility for instilling values to their boys (Wally and Beaver) as an duty to the world. They did’t use force or intimidate to teach the boys lessons but used verbal communication and leading by example as the methods.

Employee engagement 59

Employee engagement Morale Coaching Education 59

Bryant Richardson

OCTOBER 12, 2011

It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. It’s just a shame it […].

Customer Experience 40

Customer Experience Customer Service 40

Customer Interactions

OCTOBER 31, 2011

'I’m very excited to share the news that NICE has been recognized as an honorable mention winner in the Security Technology Executive (STE) Magazine Innovation Awards for its work on the Louis Armstrong New Orleans International Airport PSIM implementation. NICE was recognized, along with Armstrong International Airport and system integrator Johnson Controls, for their innovative implementation of NICE Situator, NICE’s open situation management solution.

Technology 29

Technology Management 29

Customer Interactions

OCTOBER 26, 2011

'Since closed circuit television monitoring (CCTV) was introduced in the early 1960’s, the video surveillance market and its supporting technology have been continually evolving. Over the past two decades, hundreds of millions of CCTV cameras and video management systems (VMS) have been deployed worldwide; serving a wide range of markets from small retail outlets to citywide public safety solutions.

Marketing 29

Marketing Technology Management 29

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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

Customer Interactions

OCTOBER 10, 2011

'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.

Technology 29

Technology 29

Customer Interactions

OCTOBER 5, 2011

'The conference organizers for TechSec 2012 have just announced their preliminary educational program. For 2012, the conference will focus on hot topics like mobile apps, video analytics, identity management, cloud services and PSIM. NICE’s Dr. Bob Banerjee will be moderating a session on “PSIM, PSIM-light, VMS: Solving problems outside of the acronym box.

Education 29

Education Analytics Management 29

Customer Interactions

OCTOBER 2, 2011

'Recently, NICE''s own Dr. Bob Banerjee sat down for a second podcast interview with Scott Goldfine, Editor-in-Chief of Security Sales & Integration, to shed light on the topic of Video Analytics. In this podcast. Banerjee discusses the pros and cons of different solutions, applications for video analytics, and more. Click here to listen to the podcast.

Analytics 29

Analytics Sales 29

Customer Interactions

OCTOBER 12, 2011

'While IP camera technology has certainly leapt forward in terms of capabilities, we’re still a long way off from the analog to IP mass migration predicted by some industry pundits five or six years ago. In this blog published in SMT Online, Jamie Wilson, EMEA Security marketing manager for NICE Systems, discusses why some organizations are reluctant to throw out the proverbial’ baby with the bath water,’ and what they’re doing to extend the value of their existing analog

Marketing 28

Marketing Technology Management 28

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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

OCTOBER 1, 2011

The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully.

Call Center 20

Call Center Contact Center Management 20