Workforce Optimization Featured Article
NICE Demonstrates its Customer Service Offering
By Anuradha Shukla, TMCnet Contributor
Today is the last day of the event currently taking place at the Marriott Marco Island Beach Resort Marco Island, Florida.
Yesterday, the company headed a session on “How Voice of the Customer and Lifetime Value Can Lead To Real-Time Satisfaction For Driving Future Results”
During this session with Brian Powers, Client Services director at NICE, the participants got an opportunity to discuss how Voice of the Customer can drive results by addressing issues such as ways to overcome survey saturation and get to the critical pieces of VoC results in real-time.
Attendees also gained valuable information from discussions such as-Are unsatisfied customers worth the effort of saving?; and Can front-line service staff training needs be determined based directly on customer feedback?
“Voice of the Customer is gaining a lot of attention, and there are many ways which organizations can leverage this data to better understand and predict customer behavior as well as define objectives for customer-facing employees,” said Powers.
The event was organized by Argyle Executive Forum in New York City and David Morse, regional vice president sales at NICE moderated the panel discussion “Leadership Speaks: Customer Care Predicts and Prepares."
Various subjects were discussed during the 2012 Customer Care Leadership Forum including the toughest challenges Customer Care executives are facing in 2012; and how to balance the short terms needs of the organization with the long term needs of sustainable growth.
NICE was in news last month for hosting executive breakfast series focusing on maximizing voice of the customer programs.
Edited by Juliana Kenny