2012

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Training will not Fix a Toxic Workplace

Beyond Morale

There have been times when I have entered a workplace and just felt the weight of the emotional tension. The air was so thick that it was hard to breathe despite it being a smoke free environment. When you looked around you could see the employees walking around on tip toes with their shoulders slumped over. The first time I walked into a place and felt this, my first assumption was the leader must be a tyrant.

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Customer Experience Management Means Doing the Whole Job

ClearAction

Customer Experience Management Means Doing the Whole Job Lynn Hunsaker Whether youve got external or internal customers, they expect you to do the whole job! Show that you care about your customer after all, if your customer decides he or she no longer needs you, you may be out of a job. To do the whole job in customer experience management, go beyond lip-service, [.

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10 bank fraud lessons of 2012

TRUSTID

As much as we’d like to think that remote banking is safe, the reality is threats across all customer channels still exist. If we aren’t ready for them we could find ourselves victims of these often preventable crimes. Persistent criminals proved throughout the year that they aren’t going to stop anytime soon. With new and emerging threats facing financial institutions every day, banks need to stay one step ahead of today’s tenacious criminals.

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Customer-Centricity Is Not the Solution; It’s the Problem

Sampson Lee

I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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My Vision of the PSAP of the Future

Customer Interactions

'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.

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Does Having a Net Promoter Score Really Net You Anything?

Horizon CX

'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.

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Wait… That's Cheating!

Brad Cleveland Blog

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

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3 Keys to Employee Engagement from Coach K

Beyond Morale

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? Have you wondered why these programs produce leaders that go to create other winning teams? I find myself looking to emulate great coaches (leaders) all of the time.

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Everybody Has a Customer

ClearAction

Everybody Has a Customer Lynn Hunsaker Is there any job that doesnt have a customer? If you work directly with paying customers, you obviously impact customer experience. If you dont work directly with paying customers: (1) Eventually, the job you do ripples to those employees who do work directly with customers dont drop the baton! (2) Inside your company, the [.

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State of AI in Sales & Marketing 2025

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.

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Hold those employees accountable, not me

Beyond Morale

Why is it employees want consequences placed on others that they wouldn’t place on themselves? It is very typical that people ask me what my opinion is about certain real-life and hypothetical situations in order to extract my opinion. The other day I was conducting a business briefing and was asked how I would respond to a real situation that my questioner Mark experienced.

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Stronger customer authentication only way to mitigate risk of bank fraud

TRUSTID

Sitting at the core of every financial transaction is trust. Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. The recent article, “$850 Million Scheme Exploited Facebook: Authentication, Secure Browsing Would Have Reduced Losses,” illustrates just how important customer authentication is.

Banking 48
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Real-time telephone authentication needed to identify risky in-bound calls

TRUSTID

Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call centers.

Banking 48
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Video Surveillance: What’s Trending in 2013?

Customer Interactions

'As we approach 2013, it’s a good time to take note of some of the trends in Video Surveillance that will likely gain traction in the New Year. Fortunately for organizations, many of these trends eliminate expensive rip and replace costs that in the past have prohibited the adoption of new technologies. Instead, the market in 2013 is shifting towards solutions for cost-effective migration that leverage and boost the capabilities of existing infrastructure.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Small City Makes Big Strides with NICE Technology

Customer Interactions

'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.

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Security Companies Bet on Latin America

Customer Interactions

'The business world’s attention is on Latin America. More specifically, on Brazil. With purchasing power expanding across all socio-economic classes, the Brazilian economy is booming. Furthermore, while the global economic recession has affected public and private spending in other countries around the world, it has not touched Brazil, which makes the country even more attractive for foreign companies looking to ride the wave of growth.

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Best Practice Tips for Implementing Self-Service Options

TASKE Technology

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.

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Enhance your Contact Center Offerings with Self-Service

TASKE Technology

In a previous post , we talked about how to motivate agents by creating an environment where they can focus on higher-value work. One great way to do this is to provide your customers with more 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.

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The Ultimate Blueprint for an AI-First Contact Center

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.

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Motivating Agents by Focusing on Higher-Value Work

TASKE Technology

Over the last couple of posts, we’ve talked about the effects of staffing cuts on your contact center and how to mitigate them. Unfortunately, the economic reasons that often prompt staff cuts also make it difficult to provide financial incentives for the staff we have left. In July, Bloomberg BusinessWeek published the article “Employment Costs in the U.S.

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Take the Guesswork Out of Staff Forecasting

TASKE Technology

We’ve just come through two periods that may have put some pressure on you to closely monitor call volume: the holiday sales period starting on Black Friday and the post-holiday returns and discounts period. We tend to refer to periods such as these as “peak” periods—those where call volumes increase over normal levels for an extended period of time.

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Keeping Your Holiday Customers Happy

TASKE Technology

Congratulations. You’ve made it through the holiday season. If you followed the tips in our December blog, you probably picked up new customers, provided incentives for customers to purchase your products or services, and supported your staff through the busiest time of the year. Be careful though. You’re not quite ready yet to take a break and recuperate.

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The Pros of PSAP Consolidation

Customer Interactions

'When you hear the word ‘consolidation,’ the first things that come to mind are somewhat negative: shutting down call centers to create a single larger one; saving money by using fewer staff, fewer systems, and reducing overhead; and so on. While on the surface, the main purpose of consolidation might be to save money, consolidation is actually one of the best ways to improve operations.

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The Ultimate Contact Center Buyers Guide: A Crucial Decision

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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Security Essen – Then and Now

Customer Interactions

'If you’ve never been to Security Essen, it’s quite the experience. By far one of the largest trade fairs for security technology in the world, the event is a global security microcosm, attracting over 39,000 attendees from 115 countries. Security Essen takes place every two years. Prior to this year, my last trip to Security Essen was back in 2008.

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What can happen in 60 minutes?

Customer Interactions

'Just think about what you''ve done in the last hour. Is it possible you were touched by a NICE security solution without even knowing it? With thousands of deployments worldwide in airports, transit systems, banks, major landmarks and city centers, NICE security solutions are making the world a safer, more secure place. In fact, in just one hour of a typical day, our solutions not only secure millions of people, they also help many different types of organizations improve their operations by wo

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Sick of Waiting in Line? Video Analytics can Improve Customer Experience

Customer Interactions

'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.

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Owning the Decisive Moment: What Olympians and Organizations Have in Common

Customer Interactions

'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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The Contact Center Manager’s Guide to AI

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.

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Clearing the fog of confusion between PSIM and VMS

Customer Interactions

'I returned from TechSec 2012 in Delray Beach, FL about a week ago. The conference attracted a great audience, evenly balanced between end users, consultants and integrators. Martha Entwistle kick-started our TechSec session on "PSIM, PSIM-Lite and VMS - Solving Problems outside the Acronym Box." I presented the essential concepts, but my guest panelists brought those concepts to life with genuine vendor-neutral case studies.

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Urgent Communications’ Glenn Bischoff Interviews NICE’s Diamond Chaflawee at NENA

Customer Interactions

'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

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Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

'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.