Workforce Optimization Featured Article
NICE to Conduct Executive Power Lunch Series, Offering Insights into Real-Time Customer Interaction Management
By Mandira Srivastava, TMCnet Contributor
NICE Systems (News - Alert), a provider of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real-time from multiple sources, including phone calls, mobile apps, e-mails, chat, social media and video, is conducting a Executive Power Lunch series across three U.S. cities.
These presentations will offer insights into how companies can maximize the value of customer interactions for optimal impact on business goals. At these events, best-practice discussions will be held highlighting how to own the decisive moment as well as opportunities for peer-to-peer networking and conversations with industry thought leaders.
The presentation will be delivered by Brian Vellmure, principal and founder of Initium LLC / Innovantage and will examine the characteristics of the connected customer in a session titled, “Generation C and How you Can Tap into its Connected Power.” Vellmure is a business leader and consultant that provides advice to senior executives on how they can accelerate growth by creating high performance alignment between organizational strategy, customer experience and emerging technology.
“Consumers are engaging with businesses via a growing number of interaction channels and various touch points. They have greater knowledge, influence, and expectations than ever before, and demand ‘now’ service,” says Vellmure in a statement. “In order to deliver on customer expectations and also meet their own business goals, organizations must recognize that each and every interaction – whether on the phone, at the branch, or via the web, presents an opportunity to listen and respond in a way that maximizes value exchange.”Besides Vellmure, several other NICE experts will also participate in the presentation and will discuss the cycle of impacting every customer interaction. Wendy Kinney, VP Workforce Optimization Solutions, will lead a session on how to PREPARE for the Decisive Moment; Mike Levitz, Practice Leads, Insight Solutions, will discuss how to SHAPE interactions as they happen; and, Roger Hughes (News - Alert), VP Customer Experience Solutions, will share insight on how to IMPROVE on future customer interactions by leveraging the voice of the customer.
Edited by Rachel Ramsey