Workforce Optimization Featured Article

Utilizing Customer Interaction Insights in Order to Own the Decisive Moment

December 04, 2012

By Rajani Baburajan,
TMCnet Contributor

With the proliferation of smart devices and social networks, today’s consumers are far more knowledgeable, connected, and influential than ever before. They are contacting organizations in greater volumes, and through a growing number of interaction channels and touch points, demanding “now” service. NICE Systems (News - Alert), a provider of workforce optimization solutions, offers customer interaction management solutions to deliver on the expectations of these new and demanding customers while meeting business goals.

The company recently showcased its contact center solutions at the Moscow customer conference. At the event, NICE Systems showcased its interaction analytics, voice of the customer, real-time authentication and contact center fraud prevention solutions.

The company also explained how these solutions can help participants bolster their businesses operations and get an opportunity to network with peers and NICE subject matter experts.

Craig Pumfrey, head of EMEA Marketing at NICE, delivered a presentation on the “make or break” moment of every customer interaction – “the Decisive Moment.” He also shared best practices for coming best prepared for each interaction, shaping it as it happens in real-time and continuously improving future interactions.

These strategies will help businesses exceed customer expectations, garner loyalty and increase revenues, according to Pumfrey.

In another presentation, Elena Nagaitseva, customer service training and development team leader at DHL Express Russia, shared insights on how DHL is leveraging NICE’s Voice of the Customer solutions to improve customer interactions and enhance overall business operations.

The workforce optimization solution has also enabled the organization to provide targeted agent coaching in order to enhance customer service. This has helped DHL provide quicker and more efficient responses to customer issues.

“At DHL, our main goal is to ensure our customers’ success,” said Nagaitseva. “NICE is helping us take this mission to the next level. With the Voice of the Customer solution, we’ve been able to develop a deeper understanding of what our customers want and what we can do to address their needs directly and effectively.”

NICE Systems recently received the 2012 Frost & Sullivan (News - Alert) Asia Pacific Market Share Leadership Award for Workforce Management Systems. The award is given to NICE for demonstrating excellence in technology and revenue growth within the workforce management segment of the contact center applications market.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rachel Ramsey

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