CX Advantage Walker
APRIL 8, 2010
"Market orientation refers to the organizationwide generation of market intelligence pertaining to current and future needs of customers, dissemination of intelligence within the organization, and responsiveness to it." Kohli, Jaworski & Kumar 1993, p. 468 My last post defined the concept of market orientation and how important it is to our understanding of customer centricity.
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OCTOBER 9, 2010
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Customer Interactions
OCTOBER 10, 2010
'NICE Systems (booth #3836), and partners AXIS (#3103), Esri (#441), Infinova (#1447), and Quantum Secure (#1349), are teaming up to bring you an ASIS scavenger hunt. Join the hunt on October 12th for a chance to win some great prizes. Simply visit each booth on 10/12 starting at 9am, pick up the designated items, and bring them to NICE’s booth by 2pm.
CX Advantage Walker
FEBRUARY 9, 2010
Have you heard that Comcast is changing its name? Starting Friday, they will be known as Xfinity. Most customers will learn about the change through an advertising campaign set to air during the Winter Olympics. Comcast is hoping the name change will emphasize their focus on innovation and new products, as well as better suit them to. Continue reading.
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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.
CX Advantage Walker
JANUARY 8, 2010
If you’re anything like me, you can probably count on one hand the number of times that you’ve had Domino’s Pizza in the past. In the hierarchy of chain pizza restaurants, Domino’s was always about 34th on my list of options (even beneath places that I have since found out were no longer in business). Continue reading. The post The Domino Effect appeared first on CX Advantage.
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
OCTOBER 22, 2010
'From the London Underground to Hong Kong’s Mass Transit Railway to the New Delhi Metro, travelers are reminded in not so subtle terms to “Mind the Gap.” Anyone who has not minded the gap knows that miss-steps can lead to unpleasant consequences. For security operations, taking that first step toward a new situation management solution brings to mind an interesting parallel.
Customer Interactions
SEPTEMBER 15, 2010
'It’s well known that security – and everything that comes along with it (the human resources, the technology) can be pretty costly. But can it actually save money? The prevailing perception is that you can never know what security “saved” your organization. Why? Because it’s difficult to know what could have happened had you not made those very same security investments.
Customer Interactions
SEPTEMBER 9, 2010
'I’m just getting ready to head out to Houston, TX for my next stop on the PSA Security Network’s Education Tour, September 14-15, 2010. The two-day session is open to PSA members and non-members. I’m sure this event will build on the success of the first one in Pine Brook, NJ a few weeks back. And yes, we’ll be presenting the same controversial material that made the room in New Jersey go very quiet while people looked down solemnly at their sheets of paper, contemplatin
Customer Interactions
APRIL 29, 2010
'Welcome to NICE Fusion, the NICE Systems’ Security blog. We’re excited to have an opportunity to discuss many thought-provoking topics and issues related to security and public safety with you. Our bloggers are some of the best known talents in security and public safety. The blog will feature: Dr. Bob Banerjee on all topics video Chris Wooten on public safety Douglas Florence on the gaming market.
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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.
Customer Interactions
NOVEMBER 28, 2010
'Articulating the Value of Security.It’s an uphill battle to convince the decision-makers in any business that they need to invest in security. Why? Because deep down, all professional business people think security is an annoying layer of cost and inconvenience. If you walk in and tell them, “We need more security,” they hear, “We need a more annoying layer of cost and inconvenience.
Customer Interactions
NOVEMBER 13, 2010
'NICE’s Situation Management solution, NICE Situator, means different things to different people. For many, it’s the ultimate Command and Control Center system, combining Standard Operating Procedure (SOP) workflows and assorted systems into a single GUI that masks the reality that there are multiple systems working behind the scenes. When I click on a door on the GUI to open it, or on a camera to view, I don’t have to care what that door or camera is physically connected to.
Customer Interactions
DECEMBER 15, 2010
'One of the most frequently heard remarks by security executives I’ve interviewed was that the security command center did not seem to keep up with the other business units of the organization. For example IT has a type of command center called a network operations center. IT security departments have their SOC (pronounced sock) or security operations center.
Customer Interactions
DECEMBER 7, 2010
'PSIM principles may be used to produce better situational awareness, and thereby promote better security and business decisions. One new type of software addressing situational awareness is called situation management. This application of PSIM unifies video, alarm, and sensor data to improve situational awareness and add efficiency to incident response.
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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.
Customer Interactions
OCTOBER 26, 2010
'From October 31 to November 3, 2010, the first Israel HLS International Conference will be taking place in Tel Aviv at the Dan Panorama Hotel. While it is a first-time event, it has attracted the attention and involvement of participants from all of over the world – Brazil, Italy, Germany, India, Thailand, Mexico, Vietnam, Africa, USA, Poland and others.
Customer Interactions
OCTOBER 26, 2010
'If you’re interested in learning more about airport perimeter protection, here’s an insightful article (Smart Perimeter Protection for Airports) on the PRO security zone website authored by NICE video analytics expert Guy Lorman.
Customer Interactions
OCTOBER 26, 2010
'Why hasn’t the scale tipped totally in favor of IP video? Why are different markets adopting IP video at different rates? Where is IP video becoming the de facto standard? And, what factors will likely swing the IP pendulum further? Read this article (IP video: Where’s the tipping point?) by NICE Systems’ Dr. Bob Banerjee to learn more.
Customer Interactions
OCTOBER 26, 2010
'This short YouTube video successfully highlights the key turning points for NICE’s new Video Management System, Net 2.0. It explains exactly why it is partner friendly and how we’ve been able to pass down the “DNA” from best practices gained through successful (and massive deployments) to NiceVision Net 2.0 Professional and eXpress which are cost effective and suitable for more modest size projects (anywhere from 16-200 cameras).
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Customer Interactions
OCTOBER 6, 2010
'To be showcased at ASIS 2010: details behind NICE’s IP-based video surveillance solution – revved up with new capabilities that are already being rolled out to existing sites. NICE’s R&D has done some serious market analysis and soul-searching to decide what its position should be in the ‘New IP Video World Order.’ The answer is here – in the solution we’ll be showcasing at ASIS 2010.
Customer Interactions
OCTOBER 2, 2010
'It has been said that cameras are the “eyes” of modern-day video surveillance systems and video analytics the “brain.” Still, for the added intelligence they afford, video analytics deployments, especially outdoor deployments, are not without challenges. Factors such as rain, snow, wind, fog, scene illumination, seasonal changes, and the distance and size of objects you’re trying to identify, all come into play.
Customer Interactions
AUGUST 19, 2010
'Michael Rosen, Product Marketing Manager for PlantCML (an EADS North America Company), was one of several NG9-1-1 experts to join our NG 9-1-1 Panel Discussion at APCO recently.* In this Q&A interview, Michael touches on the impact of NG9-1-1 on operations and service levels, and shares some pointers on how you can ensure compatibility with legacy systems and processes, once you make the transition to NG9-1-1.
Customer Interactions
AUGUST 17, 2010
'Karin Marquez participated in the recent NG 9-1-1 Panel Discussion at APCO along with other industry representatives.). Whether you’re a 9-1-1 telecommunicator, director or vendor allied to the industry, or a 9-1-1 supervisor like me, we all need to prepare for Next Generation 9-1-1. Here are some things I’ve learned along the way that you might find helpful.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Interactions
AUGUST 5, 2010
'Just returned from the first stop on the PSA Security Network Education Tour in Pine Brook, NJ. Sharon Shaw, PSA’s Director of Education did an excellent job of coordinating all the presenters, topics and logistics, and most importantly – managed to sum up all of the material presented in the two-day training event into a coherent whole, which made it more valuable than the sum of the parts.
Customer Interactions
AUGUST 1, 2010
'In my experience working with systems integrators and customers in the security space, I’ve always found a picture – or in this case a video clip – is worth a thousand words. So here they are – some video clips of NiceVision video management software live in action. (Just click here and when you get to the page scroll down to “Product Training.
Customer Interactions
JULY 27, 2010
'As Director of the Fairfax County, Virginia Department of Public Safety Communications, I have the distinct honor of heading up a new full-service, state-of-the art, next generation 9-1-1 public safety communications center that serves Fairfax County. Our center is co-located with 3 other agencies (the Virginia State Police Dispatch Center, the Fairfax County Office of Emergency Management and Emergency Operations Center and the Virginia Department of Transportation Traffic Management Center).
Customer Interactions
JULY 25, 2010
'The North American Electric Reliability Corporation (NERC for short) is an organization whose mission is to ensure the reliability of the bulk power system in North America. Founded in 2006, NERC does this through a set of standards and through its strong enforcement program. NERC’s standards specify requirements for planning, operating and maintaining the bulk power system.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Customer Interactions
JULY 22, 2010
'“The deal is a lock. The customer loves us and we’re written into the RFP by name,” or so the sales guy told me. So you can imagine how surprised I was when several weeks later I received an anxious call from the same sale guy. “Our partners aren’t bidding. They say the deal will go to an electrical contractor. What are we going to do?
Customer Interactions
JULY 18, 2010
'Some questions are easy to ask but hard to answer, like how dangerous are our schools? In 2007 the CDC reported 5.9% of surveyed US students admitted to carrying a weapon (gun, knife, etc.) into school within the past 30 days. It also reported that 7.8% of students admitted to having been threatened or injured by a weapon in the past 12 months and that 12.4% had actually been physically involved in fight at least once.
Customer Interactions
JULY 12, 2010
'The Clery Act is the governing regulation that requires institutions of higher education to release campus crime statistics and security policies and give timely warnings of crimes that represent a safety threat to students and employees. The law was named after Jeanne Clery, a 19-year old student who tragically, was raped and murdered in her campus residence hall in 1986.
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