Workforce Optimization Featured Articles
NICE Systems Named Workforce Optimization Leader by Industry Analysts
NICE Systems, a provider of workforce optimization technology, has been recognized by a number of major industry analyst firms, including DMG and Gartner, for its integrated, cloud-based approach to workforce optimization...
Management Challenges of Moving from the Contact Center to the Back Office
Contact center managers face unique challenges in the workplace. Ostensibly, they are there to ensure that the contact center meets its goals, operates according to preset metrics and performs to the best of its ability to serve customers. In reality, however, contact center managers often find themselves doing not only these things, but acting as chief troubleshooter, personal therapist, headset-fixer, computer problem solver, referee, social planner and blame-taker...
NICE Systems Receives STAR Award
NICE Systems has announced that the Technology Services Industry Association has presented it with the STAR award for Innovation in Enabling Customer Success, Professional Services...
OneRoof Deploys ClickWorkforce via AppExchange
Solar services provider OneRoof Energy has deployed ClickSoftware's ClickWorkforce via the Salesforce AppExchange. The company chose to deploy ClickWorkforce in response to an increasing market demand for affordable solar leasing solutions...
All Hands on Deck: Manning a Contact Center in the Event of a Crisis
Many companies pride themselves on the nature of the customer support they provide. They have well-run facilities, well trained agents and their customers report high satisfaction rates. But what happens when the power goes out? Or, as in the case with a contact center for Fairbanks, Alaska's Golden Valley Electric Association, what happens when all your customers' power goes out and they take to the phones en masse?..
Cloud Computing Magazine Gives 2013 Cloud Computing Excellence Nod to NICE Systems
NICE Systems had quite a coup to announce recently, as word emerged that the company had landed the 2013 Cloud Computing Excellence Award from Cloud Computing magazine. More specifically, it was recognized for its workforce optimization (WFO) suite of tools. Since NICE's WFO suite is designed to operate wholly from the cloud, users a treated to a wide variety of operational and cost benefits, making it quite the pick for those eager to better manage a workforce...
NICE Systems Tests Next Generation 911 Interoperability
NICE Systems has announced at the NENA (National Emergency Number Association) ICE 8 conference that its Next Generation 911 recording solutions are now interoperable with a number of other vendors...
How to Leverage the Review Process for Workforce Optimization
What is the best way to keep employees on task and focused on the ultimate goal for the organization? A clear workforce optimization strategy is a great first step. The challenge, however, is in developing that strategy around your particular environment. In the call center, performance monitoring and review is a great method to embrace...
Kronos Merges Enterprise Social Networking and Workforce Management
Kronos, a provider of workforce management solutions in the cloud, has unveiled a social networking forum designed to enable employees and managers to collaborate and build consensus, motivate and recognize employees; and streamline operations within the Kronos workforce management platform. Kroonos social networking and collaboration will be available in December as an optional module for the Workforce Central 7 platform...
NICE Systems Further Aids Indonesian Bank in Improving Customer Experience
PT Bank Permata Tbk, a private bank in Indonesia also known as PermataBank, has decided to expand its current implementation of NICE Systems solutions in its contact centers. In particular, the bank will now add NICE's Service-to-Sales, Workforce Optimization and PCI Compliance solutions to its existing roster in order to better address the changing needs of its customers while lowering costs...
Grapevine and Akira Join to Offer Wavelength Workforce Manager Solution
Grapevine has entered into a co-marketing partnership with Akira in order to deliver to organizations of all sizes HR applications that are flexible and customizable to serve their needs...
Using Gamification to Build More Engaged Contact Center Employees
In the ongoing effort to provide customer engagement - the true goal of most successful contact centers today - companies often skip a step: attaining employee engagement. Customer engagement cannot be a viable goal for any company until it has succeeded in attaining employee engagement first. Disinterested, apathetic contact center agents will never inspire loyalty or leave customers with a warm, fuzzy feeling that their business is valued and that they truly are important to the organization...
NICE Workforce Management Tool Lands Frost & Sullivan Honors
It's always gratifying to see hard work rewarded, and in NICE Systems' case, it got a nice slice of gratification indeed by way of the folks at Frost & Sullivan, who gave the nod to NICE Workforce Management system for its 2013 Frost & Sullivan Asia Pacific Market Share Leadership Award in Workforce Management Systems...
Intelecom Integrates Verint Workforce Optimization in Cloud Contact Center Solution
Intelecom, a provider cloud contact center technology, announced that it has integrated Verint Impact 360 Workforce Optimization (WFO) software as a cloud-based solution into Intelecom Connect...
Effective Strategies for Workforce Optimization
As much as you rely on your workforce to promote the value of your brand, keep processes moving in a positive direction and drive revenue, you can't afford for optimization to fall off the priority list. With so much to do in a given day, however, it's easy to assume that some things will take care of themselves. Unless you've put a robust workforce optimization program in place, great attention is needed...
ClickSoftware to Help Telecom Namibia Enhance Efficiency of Field Technician Scheduling
Telecom Namibia, the national telecommunications operator of Namibia, is hoping to enhance customer service and maximize its field technicians' efficiency with the help of the scheduling and mobility solutions from ClickSoftware...
Let the Computer Work for You
This might sound strange, but computers were once championed as a way to drive efficiency. Long before they were tools of communication, computers were meant to save time by handling repetitive tasks and making our lives easier. We just lost our way somewhere along the line. But with workforce optimization software, the computer can again drive actual efficiency...
Air China Selects NICE Workforce Management to Improve Operational Efficiency
Air China recently implemented the workforce management solution from NICE Systems, a provider of workforce optimization solutions, to enhance efficiency across its five contact centers...
NICE Systems Helping Air China Streamline its Service Operations
Air China is hoping to streamline the operations of its five contact centers by using NICE Workforce Management (WFM) which is part of NICE's Workforce Optimization suite...
How to Leverage the True Value in Workforce Optimization
What is the best way to optimize your workforce? Is it appropriate to simply launch a motivational strategy and hope employees step up their game? Incentives may work, but do employees really know why they need to perform at a certain level? And, once they reach that level, are they satisfied with their performance?..
There's No Customer Engagement without Employee Engagement
Contact centers today have a mandate: delight customers via any channel they choose in the timeliest way possible. Reach out to them when appropriate, and anticipate their needs if you can. Ensure they remain loyal customers by offering them value. The practice is called customer engagement, and businesses all over the world are spending a great deal of money to try and further the idea in their businesses...
Happy Customer Experience Day!
Did you know that a modest improvement in customer experience over three years for a $1 billion firm can generate more than $380 million in revenue? Or that, after experiencing poor customer service, 64 percent of customers are not likely to repurchase from that company?..
Effective Employee Optimization a Key to Success
It is easier to install the latest automation software than focus on improving the employee, but that's what businesses must do...
Latest Version of KnoahSoft's Comprehensive WFO Suite Now Available
KnoahSoft, a workforce optimization solutions provider, recently introduced the latest version of its comprehensive WFO suite, Harmony...
Voice Print Technology Means Fast and Reliable Customer Authentication
Every time you read about a criminal successfully stealing someone else's identity and impersonating a victim, you get to wondering: with all the bells and hoops I have to jump through today to get into my own accounts, how are criminals managing this?..
NICE Analytics Solutions Recognized for Multichannel Customer Service Excellence
The importance of delivering customer service across multiple channels is just as big as having a contact center at all...
Adtech Global Now Authorized to Service Avaya WFO
Adtech Global is a valued business partner that delivers technical expertise and does away with technology hassles with its highly scalable blend of services. By becoming an Avaya Services Only Implementation Partner (SOIP), it has added to its repertoire of skills that have been proven to enhance a company's customer service...
Gamification for Workforce Efficiency
Gamification is a theory that is gaining popularity in the business world as well as education and related instructional fields. The general premise of gamification is to take boring work and use basic ideas from game design to incentivize it with intrinsic rewards rather than extrinsic rewards. Older programs with extrinsic rewards are things such as commissions, rewards for best performance in a quarter, or just general employee-of-the-month. Intrinsic rewards are things that are part of the game, but make it more fun to play...
Astea International Unveils Astea Alliance 11.0
Astea International, a provider of software solutions for service lifecycle management, stated that its newly released Astea Alliance 11.0 has been tweaked to cater to the ever-changing demands of global service organizations and at the same sets new standards for service management and mobile workforce solutions...
CallCopy Changes Name to Uptivity
Workforce optimization solutions provider CallCopy is making a change…of name. The Columbus, Ohio-based company took advantage of Connect 13, its recent annual user conference, to announce that it is rebranding itself as "Uptivity."..
The Power of Workforce Optimization
The customer experience can mean different things to different people. If it's not defined for the employee base according to customer preference, the experience will fall short and customers will look elsewhere for their products and services. An engaged employee will deliver on expectations, but they have to be provided with something that can drive excitement; something found in workforce optimization...
Financial Institution Selects NICE's Contact Center Fraud Prevention Solution
NICE Systems, a provider of workforce management and digital recording solutions, announced that it has been selected by an undisclosed financial institution...
Workforce Optimization Means Quality AND Analytics
Quality assurance is a term widely used in the call center industry, and while it is an important tool when it comes to the customer experience, using it without proper analytics is not exactly an efficient means to running a tight customer-centric ship...
Financial Institution Tackles Caller Fraud with NICE Contact Center Fraud Prevention
While the Internet has made many parts of our lives easier - navigating, searching, shopping, networking, banking and building a career can all be completed in just minutes from a browser - it has also opened up a lot of opportunities for the bad guys...
NICE Customer Engagement, Interaction Analytics Platforms Recognized with Innovation, Excellence Awards
CUSTOMER magazine recognized NICE's technology innovation and excellence and awarded the company the 2013 Speech Technology Excellence Award for its Interaction Analytics solution, and the 2013 TMC Labs Innovation Award for its Customer Engagement Analytics...
Reducing Customer Effort Will Directly Improve the Customer Experience
We live in a complex society today. People have less free time, and they are very mindful - and protective - of the little time they have. We read a lot about building the perfect customer experience, but less about the concept of "customer effort."..
Customer Loyalty is the Contact Center's Highest Possible Goal
In the contact center today, the focus is often on the "new customer," or the "21st century customer." The assumption is that customers today are different from those of 10 or even five years ago, and that organizations need to ensure that they are prepared from a technological and training standpoint to service this new customer...
Southwest Airlines Implements Aspect Software's Customer Contact and Workforce Optimization Solutions
Dallas-based Southwest Airlines announced that is has deployed Aspect software's full suite of customer contact and workforce optimization solutions in an effort to improve customer experience...
Why Workforce Optimization is Critical in Banking
This is especially true in the financial services industry. We often assume that if we call our bank that we are talking to the same individual we see when we walk up to the teller window. More often than not, however, our calls are being routed to a centralized location so a contact center agent can handle the request. If this is the only voice we hear when interacting with the bank's brand, its importance grows...
Apply Call Center Techniques to Back-Office Operations for Maximum Efficiency
Most call centers rely on some level of back-office operations in order to service customers, but insurance companies do so even more than most. This may involve accounts payable or receivable, claims processing, shipping or other departments whose work will affect the quality of customer service offered by the contact center. Because of this, it's critical that productivity levels in the back office match those in the call center, or agents will wind up putting off callers because they don't have answers for them...
NETtime Solutions to Showcase StratusTime at NAPEO
NETtime Solutions announced that the company will showcase its proprietary StratusTime solution for time and attendance management at NAPEO Professional Employer & Marketplace 2013. The innovative StratusTime solution brings easy access to operational data for management personnel via real-time interactive charts, which can be customized to track and report any specific data as per the organizational needs...
Insperity Improves Access to Workforce Optimization Solutions with New Mobile App
Today's competitive environment has created a demand for solutions that help businesses "do more with less." Workforce optimization solutions are thus gaining popularity in every sector-- be it call centers, healthcare, utilities or government...
The Voice of The Customer is More Than Just Voice: Delivering Multichannel Service in Real-time
If customers want to get in contact with an organization today, they have a number of options to do so: whether they choose to reach out via social media, e-mail, Web chat, video chat, SMS text messaging or going traditional and calling, they have their choice on a channel that is most convenient for them. The voice of the customer (VoC) is one of the most important factors that drives business success, but the most important thing to remember about it is that it's not only about voice anymore - the most successful businesses are delivering multichannel customer service...
NICE Systems Improves Emergency Center Quality of Service
Enterprises and consumers aren't the only ones who have seen change and benefits over the last few years due to technology. Emergency centers are rushing to adapt to the multichannel access people have for communicating, and therefore, for reporting and requesting emergency services. In the same way organizations have to prepare to deliver multichannel customer service, emergency centers have to be prepared to tackle emergency reports via text messages, pictures, video clips and other type of multimedia...
NICE Unveils Version 6 of NICE Inform
NICE Systems has unveiled an enhanced release of NICE Inform. The latest release, version 6, allows Public Safety Answering Points or PSAPs to assess the quality of service provided during an emergency event. The latest release can not only assess single calls but can also evaluate whole incidents, thereby delivering exceptional value to public safety organizations. The solution also supports the processing of multimedia inputs, like GIS, video, and CAD screen...
What the Acquisition of Causata Means for NICE and Customer Interactions
On average, today's consumers use six different channels for interaction with their service providers. It's likely that while these consumers are on the phone with a contact center, they are simultaneously on their website as well. The importance of delivering multichannel service to today's customers cannot be understated. As more platforms, devices and methods to communicate with organizations continue to make their way into everyday life, organizations need to realize how to meet these demands and make the most of the multichannel customer...
Best Practices and Trends for Performance Management
If you don't think performance management is a critical part of your organization, think again. The turnover and low productivity of disengaged employees costs the average 1,000-agent contact center more than $2,000,000 per year...
Top Four Essentials for an Exceptional Customer Experience
Globalization has made competition more fierce than ever, as a firm no longer has to compete with local rivals or even other national companies that want a piece of its business. Now, companies must compete with businesses all over the world. One of the best ways to compete is by delivering an exceptional customer experience...
Improve Customer Interaction Evaluation with NICE Contact Center Video Recording
Contact centers have to be prepared to deliver multichannel service to meet today's customer demands - they are on their smartphones and tablets all day and night, calling, texting, tweeting, sharing, chatting and e-mailing, and they expect organizations to keep up. One of these channels that is becoming more prominent as technologies like WebRTC make their way to more businesses and consumers is video...
NICE Recognized as Leader in Call Center Workforce Optimization
A happy employee means happy customers. If workers do their job well, customer expectations are met and sometimes exceeded. Today's businesses and contact centers are challenged to do more with less - keep labor costs in check and improve efficiency across all levels of operations...
How Should Contact Center Agents Serve Millenials?
Believe it or not, workforce optimization (WFO) can play a big part in how businesses deal with the millennial consumer...
QuestBack Unveils Ask & Act Survey Solution
QuestBack recently released a new survey management tool called Ask & Act. This tool will be extremely beneficial to small and mid-size organizations that will be able to utilize this tool to acquire important insights from customer and employee experiences...
Sky Selects NICE to Further Enhance Customer Experience
Sky (BSkyB), which operates a comprehensive multi-channel, multi-platform television service in the U.K. and Ireland, has selected NICE Systems to further enhance its customer experience and improve operational efficiency...
API Healthcare Finds Healthcare Organizations Leveraging Workforce Optimization Solution to Attain Sustainability
Keen on cutting costs without affecting the quality of care, hospitals and other healthcare facilities across the U.S. are increasingly implementing workforce management systems. The investment in the right workforce management system can be the key to long-term sustainability in a fast-evolving and more regulated marketplace characterized by the presence of Affordable Care Act. In addition, the workforce management solutions let you experience immediate and positive ROI...
Black Hills Invests in ClickSoftware's Enterprise Mobility and Workforce Solutions
In an effort to optimize employee productivity and improve customer services, the energy company Black Hills Corp recently implemented ClickSoftware Technologies' mobile workforce management system...
Successful Contact Centers Use Mobile Devices to Increase Efficiency, Customer Satisfaction
Customers expect to be able to communicate with brands through their medium of choice, whether it's social media, e-mail, text messaging or calling, and brands need to keep up in order to deliver the best customer experience. Mobile devices, such as smartphones and tablets, provide anywhere, anytime communication, which enables contact centers to be forward-looking, better manage operations and service customer needs...
The Hunt is On to Catch the Productivity Killer
It's a drama recognized in workplaces around the world. It's a high-speed chase that seems as unlikely to be resolved as Fast and Furious is unlikely to stop releasing spinoffs. It's a perpetrator that is shape-shifting and ever-growing. So the burning question stands: How can businesses and employees catch this dangerous and elusive Productivity Killer?..
Best Practices for Workforce Optimization in the Energy Industry
Workforce optimization solutions are important because they help with the overall end goal for most businesses: to improve customer service and experiences. Happy, productive employees usually result in satisfied and positive customers, so the more steps a business can take to ensure its workforce is efficient and productive, the better...
How Agent Development can Drive Customer Value with TMG International
The call center is only as strong as the agents behind it. Training and retaining agents is important in developing the growth and success of a contact center, and in turn, delivering superior customer experiences...
Customers Declare Independence from Rotten Customer Service
In the same spirit of Independence Day, American customers are demanding freedom: from lousy customer service, that is. Until about a decade ago, customers generally had to put up with whatever type of customer service a company chose to offer, no matter how bad. Today, it's a different story. In a flat economy, customers are closer with their money than ever, and they have more choices than ever. With many products and services commoditized, it's often the quality of customer care that determines whether a customer will remain loyal or bolt to a competitor that is only too happy to welcome them...
Four Workforce Traits that Drain Productivity
Productivity boosting is tricky because each person is endowed with different attributes and behavior styles that can affect not only how much they accomplish, but how they go about their work. That doesn't stop the need for workforce optimization, but it does make it more challenging...
NICE Systems Again Ranked as Market Leader
A service company often struggles with improving customer experience and reducing expenses. To achieve both these, they often rely on modern technology...
NICE Recognized as Market Leader for Workforce Management Solutions
As today's customers increasingly demand 24/7 access to companies, immediate answers to questions and availability for information across multiple channels, workforce management solutions are continuing to grow in adoption to help contact center agents keep up...
NICE Fizzback Recognized with CRM Excellence Award
Despite all of the training contact center agents undergo, there will always be moments during a customer interaction where they'll be caught off guard and in dire need of some real-time assistance. Luckily, the power of today's technology enables that to happen - real-time feedback, assistance and interaction guidance is a major benefit for both agents and customers today...
Back to Your Roots: How Company Culture Results in Delivering Superior Customer Service
We know how important the customer experience is - in 2011, 89 percent of consumers began doing business with a competitor following a poor customer experience, and more than 13 percent of dissatisfied customers tell more than 20 people. Add in social media and you'll realize just how fast bad news travels...
NICE Showcases NG9-1-1 Solutions at NENA 2013
NICE Systems announced that it will demonstrate its Next Generation 9-1-1 Solutions at the NENA 2013 Conference & Expo, on June 15-20 at the Charlotte Convention Center in Charlotte, North Carolina...
OZSoft and NiCE Collaborate to Deliver Enhanced Availability and Performance Monitoring for SAP
NiCE IT Management Solutions, a provider of consulting, services and solutions for business customers, and OZSoft Consulting, a provider certified integrated solutions for SAPPerformance Monitoring, have joined forces to offer an enhanced availability and performance monitoring for those who are running SAP...
WFO Gets Gamification Makeover
In the call center culture, workforce optimization is a common denominator across the board. Call centers need to constantly improve and drive employee performance, and so NICE Systems tapped Bunchball, a gamification vendor, to help improve performance among customer-facing and back office employees by using virtual challenges, contests and quests...
NICE Systems Provides Proactive Trade Compliance
As new regulations cause trouble on trading floors, NICE Systems once again lives up to its name, with its new Proactive Compliance Solution for Trading Floors. With it, financial institutions can keep a close eye on their trade interactions, allowing them to better comply with regulatory requirements...
Chartis Includes NICE Actimize in "Category Leader" RiskTech Quadrant
Chartis Research has named NICE Actimize as a Category Leader in the 2013 Chartis RiskTech Quadrant for Enterprise Fraud Management Solutions for Financial Services...
Calabrio Announces Launch of Calabrio Freedom
Calabrio, Inc., a provider of contact center workforce optimization and analytics software, has launched Calabrio Freedom - a rescue program that enables businesses to move off of outdated contact center software from other vendors faster by receiving credit toward the purchase of Calabrio ONE Workforce Optimization software suite...
NICE Brings Customer Satisfaction to Roadside Assistance for Agero Contact Centers
Despite our best intentions, accidents happen. Luckily, roadside assistance has become a common, quick and efficient process over the years and a resource that almost every driver turns to from time to time. AAA, for example, received more than 30 million roadside assistance calls in 2012...
Better Customer Interaction Management Offers Big Opportunity
A new focus has started to take hold of the business community, as represented by a new kind of software known as customer interaction management (CIM). It takes an old principle--the customer is always right--and elevates it to a new area of focus by offering the backup of things like social media and the like. As CIM itself is something of a new frontier in business--formalizing several principles that were rather informal previously--it bears some closer examination to find out how to fit in into a business' normal operations, including in those areas in which it's already found...
NICE Version 6.2 of Workforce Optimization Solutions Drive Employee Engagement
Your workforce is only as effective as the management system behind it. Being able to schedule employees, take action in real-time for different scenarios and manage a productive, satisfied workforce is just as important as the employees themselves...
How to Get Closer to Your Customers
Operating an organization involves two major goals - delivering great customer service and achieving business goals. Many struggle with balancing both of these, and in turn, end up losing on overall business success. Across the customer journey there are a lot of insights to capture, analyze and learn from. Companies need to approach this journey with the right analytic tools and management software to ensure optimal customer experiences...
Insperity Unveils Automated Recruitment Management Solution
Workforce optimization software helps organizations improve efficiency of employees, from recruitment to training and day-to-day management. Automation of employee scheduling and call handling have been found effective in call centers; it not only improves efficiency in call centers but also helps save resources and money...
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?..
Epazz Sees High Renewal Rates for Workforce Management Software
Agents in the call center can utilize all different kinds of technology to optimize their performance and be as productive as possible. An example of this is a hosted predictive dialer - the technology can detect when an outbound call reaches an answering machine, a disconnected number or a human on the other line, and connects agents to successful calls, ensuring that the call center is making the most of the time available...
NICE to Improve Norwegian Cruise Line's Customer Experience Delivery
When you think of companies that must deliver great customer experience, industries such as financial services, retail and equipment manufacturing come to mind. However, it's critical for organizations in any industry to focus on offering an exceptional customer experience, even for companies in the travel and tourism industry, such as cruise lines...
NICE Participates in Frost & Sullivan's Executive MindXchange
NICE Systems will be participating in Frost & Sullivan's Executive MindXchange: the 9th Annual Customer Contact 2013, East. At the event, NICE Systems will be highlighting best practices for utilizing the complete Voice of the Customer, resulting in enhanced customer experience...
NICE Recognized for Customer Experience Excellence
No matter what industry you're in, the customer experience is critical to your business' success. Not only is it important to provide great service over the phone, but today's customers are much more tech-savvy, which means they're connecting with organizations in greater volumes and through a growing number of interaction channels...
Nucleus Research: Aspect's Multichannel Interaction Management and Workforce Optimization Solutions Boost Customer Satisfaction
A report from Nucleus Research, an information technology research firm specializing in investigative research and the return on investment (ROI) analysis of technology deployments, reveals enterprises using Aspect's integrated workforce and contact center management platform are able to increase customer satisfaction to above 90 percent...
NICE Introduces Situator Express, a Situation Management Solution for Core Security Operations
NICE Systems, a provider of workforce optimization solutions, is all set to help organizations focus on core security challenges. The company has rightly identified the demand for an easy-to-deploy solution that helps organizations not only manage their video surveillance systems, but also enable complete security system management by launching Situator Express...
Indosoft Unveils Q-Suite Data Incorporation with Irene
Indosoft has unveiled Q-Suite ACD data incorporation for ISC's Irene, the company's workforce management or WFM software. Q-Suite is a Contact Center ACD for the Asterisk platform from Indosoft. This latest incorporation ensures availability of contact center ACD call and agent information to the WFM offering, which thus assists with prediction, preparation and assignment...
NICE Fizzback Voice of the Customer Selected to Improve Virgin Money Customer Loyalty and Satisfaction
Customers today are communicating with businesses any way they prefer - e-mail, phone calls, social media and websites are just some ways they are interacting with companies and leaving trails of feedback for agents to pick up on. Voice of the customer (VoC) solutions make feedback more current and relevant, and enable companies to target different groups of customers to improve the quality, quantity and accuracy of the feedback they receive...
NICE Systems in NYC: How to Prevent Fraudsters in Real-Time from Exploiting the Contact Center
As technology gets more sophisticated, so do cybercriminals and fraudsters. Hackers can gain access to accounts for even the largest corporations. The contact center is a constant target for fraud, as information for security questions are easily obtained and customer identities become compromised. Current fraud prevention technologies in the contact center are inadequate to keep up with new fraud trends...
Indonesia Chooses NICE Software to Protect Leading Financial Institution
Mobile banking has become etched into the daily lives of users and has completely revolutionized the definition of commerce, which can now take place in the digital space. But with data brokers and hackers constantly threatening business and consumer security, mixed with unstable governments and terrorist threats in certain parts of the world, the need for heightened levels of secure software is becoming vital...
Employee Engagement is an Important, But Often Overlooked, Aspect of VoC
One of the basic tenets of business is that happy customers result in improved business and revenue. This becomes even more true in today's connected world where good - or bad - experiences can be easily shared on social networks from anywhere in the world...
NICE Solution Helps iYogi Enhance Technical Support Business
Operational efficiency is one of the aspects that concern most of the enterprises across the world nowadays, and advanced innovations are being developed so that substantial improvement can be realized on this front too...