Workforce Optimization Highlights
Voice Biometrics Technology Can Alleviate More than One Customer Pet Peeve
Despite the proliferation of channels through which customers can contact a company, there is one thing that hasn't changed: customers still like speaking to a human. According to Opus Research, 80 percent of all callers to contact centers prefer to go straight to a live agent. Traditionally, the IVR is considered a bit of a barrier by customers: in an attempt to route the call to the correct agents, it delays the customer getting his or her business taken care of. A poorly designed IVR with too many branches on the menu tree can leave a customer thinking the company simply doesn't want to speak with its customers.
Healthcare Workforce Optimization Provider API Healthcare Partners with TeleTracking Technologies
API Healthcare, a provider of healthcare workforce management solutions, recently partnered with TeleTracking Technologies, a provider of real-time capacity management solutions for hospitals and health systems, to better enable staff workload balancing with patient demand.
Building the Best Possible Contact Center Operation with the Help of Analytics
Multichannel customer service is not a new concept, but the type and number of channels seem to change - grow larger, in most cases - every few years. Customers expect the highest quality service, and they expect it regardless of which communications media they choose. The days when telephone calls were answered within two minutes but customer e-mails sat lagging for days unanswered are gone - at least for companies that wish to continue to keep their doors open.
Entering The Cloud of Karma
Computers need fixing. So do mobile devices, MP3 players, printers and software applications. Not everyone is a technology expert, and as the growing proliferation of IT devices continues to drag us forward into the future and thus the impending singularity, customer service solutions are just becoming a part of daily life. Has the screen of your tablet PC started to malfunction? Perhaps your iPod Nano has access to over one thousand songs but only plays random tracks from U2's Achtung Baby album. That's weird, and people need to fix it. Even more embarrassing situations need remedying: viruses and malware infections. Just like our bodies need doctors, machines need their own care professionals.
NICE's Profit and Revenue Grows in Q1 2013
As a business, you can offer the best product, the coolest service or the cheapest prices, but you will not succeed if you do not offer superior customer service. NICE Systems, a provider of customer interactions management and workforce optimization solutions, understands this, and offers a wide portfolio of solutions and products to make sure companies are doing everything they can to improve customer satisfaction.
Community Workforce Optimization Solution Integrated with Broadworks
Today, workforce optimization is more than just workforce scheduling. Smart companies are using workforce management for more difficult and labor-intensive tasks, such as calculating complex employee compensation formulas.
NICE to Share Best Practices on Bringing Enterprises Closer to Customers
Whether it's for support, account information, a frequently asked question or a complaint, customers are getting in touch in companies for a reason. As an agent, it's hard to deliver great customer service if you don't understand your customers' needs and preferences. This includes not only being prepared for different scenarios, but being ready to deliver service across multiple platforms; customers today aren't just turning to the call center to reach organizations. They're using smartphones, e-mail, chat, text message, social media and tablets every day, and they'll use whichever is most convenient for them to get in contact with businesses.
NICE Customer Engagement Analytics Platform Provides Insight into the Customer Journey
NICE Systems, a provider of workforce optimization and customer management solutions, recently introduced its Customer Engagement Analytics platform, a big data platform that combines interaction and transaction analytics to offer insights into the complete customer journey. This is the first platform in the industry to combine interaction analytics and transaction analytics.
Workforce Management is About More Than Call Center Scheduling
Most contact centers today engage in some sort of workforce management to build and keep track of schedules. It's one of those ultra-critical technologies that pay for themselves very quickly by cutting out the expensive and damaging errors of over-staffing or under-staffing.
Norwegian Cruise Selects NICE Interaction Management as Part of Cisco Contact Center Solution
In addition to NICE's Interaction Management, Norwegian Cruise Line also selected analytics-based Quality Optimization and customer feedback survey solutions to deliver an enhanced customer experience.
Being Proactive in Redefining Customer Interactions
In a recent blog post, Yochai Rozenblat, president of NICE Enterprise Group, described a scenario: It's your first day of a dream vacation. When you present your credit card to pay for breakfast-your first purchase in a foreign country-your card is denied. You spend the next hour on your cell phone working your way through IVRs and finally explain the problem to a customer service rep at your bank, trying to figure out what's wrong and how you can fix it.
How to Decipher the Customer Experience
When you are a customer service agent, there is a certain amount of training you go through so you are prepared for your one-on-one customer interactions. You need to make sure you know how to handle common situations - frequently asked questions, regular protocol for getting management involved, what you can and cannot say - before you actually encounter the situations. But even after all that training, do you know how to really decipher the customer experience?
Latest Workforce Optimization Industry News
Summerfest reveals daily schedule and final headliners, including Umphrey's McGee, Omarion
TMC and IntelePeer Announce 'Top 10 Misconceptions About SIP in the Contact Center' Webinar
Kohl's Selects Interactive Intelligence Cloud Communications Solution
HotSchedules Partners with Schoox to Deliver Powerful, Integrated eLearning Solution for Restaurant and Hospitality Industries
Tech Council of Maryland Announces Winners of 2013 Tech Awards at Annual Dinner and Celebration
HP unveils new HP CEaaS to help clients enhance customer interactions
PPG introduces new color support program
NOVAtime Announces the NOVAtime 4000 Workforce Management SuiteApp for Netsuite's Cloud Computing Platform
Market Maker Surveillance Report. KO, MU, CSCO, MSFT, AGNC, FTR, Bullishly Biased Price Friction For Thursday, May 16th 2013
Time & Attendance Software Company to Host Webinar | Accrual Options & Reporting