Workforce Optimization Featured Article

How to Maximize the Business Value of Customer Self-Service

October 19, 2012

By Rachel Ramsey,
TMCnet Web Editor

Driven by cross-channel and multi-sensor analytics, NICE Systems’ solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance and enhance safety and security.

NICE will share insights into how to maximize the business value of customer self-service using various communication channels, such as Web, e-mail and voice, in an interactive session titled, “Survey Says! Your Customers Have Spoken…Here’s What They Said” at the 8th Annual Customer Contact 2012, West: A Frost & Sullivan (News - Alert) Executive MindXchange. NICE will also host a solutions showcase in addition to facilitating the session.

The discussion will leverage the recent NICE Customer Preferences Survey, which surveyed 2,000 consumers to discover what interaction channels customers prefer, how often they interact with their service providers, how customers perceive the role of the contact center and how the rise of the new ‘engaged customer’ impacts service organizations. The survey found that consumers are using an increasing number of interaction channels to contact and enterprise, with an average of six different channels used, service providers see a rise in customer interactions, as approximately 28 percent of consumers indicate they are interacting with businesses more often and the Web is the No. 1 interaction channel, with nearly a third of respondents interacting with their service providers via the Web at least once a week.

Participants in the session will be invited to brainstorm and discover ways to provide information in context to agents during an interaction. They will also learn how other organizations have resolved issues through self-service to provide a better customer experience, and, in some cases, when using a subsequent channel. In addition, the group will explore ways to address first contact resolution across the different channels and impact engaged customers at the Decisive Moment. Matthew Storm (News - Alert), director of innovation and solutions at NICE, will lead the interactive session, which takes place on October 22 at 1:50 p.m.

“Meeting the expectations of connected customers who use many channels of communication to interact with companies is a growing challenge for most companies in today’s market,” said Storm in a statement. “Effectively coaching agents and improving self-service channels can significantly enhance the customer experience and help organizations better serve their customers at the Decisive Moment of the interaction.”

Representatives from NICE will also be available for one-on-one consultations at its booth. For more information or to register, please visit

Edited by Rich Steeves

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