Workforce Optimization Featured Articles
NICE Systems Receives Two 2014 Product of the Year Awards from CUSTOMER Magazine
Today, consumers have many different options when it comes to voicing their opinions about a particular product or service they purchase. This means organizations have to be able to manage several different touch points in order to address any and all concerns from customers (and to respond to negative comments that can potentially have a significant impact on the company before it goes viral). Managing these concerns in house can be both resource intensive and very expensive. The best course of action is to find a company that has been recognized for delivering quality customer service related solutions and take full advantage of their services...
VXI Global Solutions Selects HireIQ to Automate, Improve Applicant Selection Process
In order to increase hiring efficiency and to ensure consistency and compliance in the recruitment process, VXI Global Solutions, a customer experience and information technology outsourcer, has selected HireIQ Solutions, a provider of predictive analytics and virtual talent acquisition solutions for customer-facing organizations...
Separating Good Customer Effort from Bad Customer Effort
One of the first interactive social media-based campaigns the marketing world observed came in advance of the release of the movie, "The Golden Compass." Legions of new Facebook users were encouraged to take tests to find what their "daemon," or animal spirit companion was, sharing the results with friends. While many more clever campaigns have followed, it remains many people's first experience of being willing to expend effort on what was clearly a marketing campaign...
Western Union Taps NICE Systems to Improve Its Customer Experience
Western Union Company has turned to NICE Systems' Customer Interaction Management solutions in search of a superior customer experience. Indeed, NICE's solutions are designed to help companies leverage customer insights to deliver an enhanced experience across their entire customer service department. In the case of Western Union, the company is hoping to enhance its global Customer Care Centers...
Sinclair Voicenet Debuts QM Plus for Contact Centers
Sinclair Voicenet has launched QM Plus, a new analytics-enabled quality management solution designed to serve the needs of the contact center. The UK-based company is a provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions...
NICE Systems Lands Among and Atop Fast Company's Innovation Rankings
For NICE Systems, February 12 was a pretty big day indeed, as the company landed a string of honors in rankings undertaken by Fast Company magazine. Not only did it manage to place well on a broad list, but it also managed to place at the top of a much narrower heap, giving the company plenty of reason to smile...
NICE Systems Sees Record Revenues in 2013
NICE Systems, a provider of workforce optimization solutions, recently announced its fourth quarter and full year results. The company reported that it earned $951 million in 2013, seven percent higher than what it earned in 2012. Also, its bookings surpassed $1 billion, while cash from operating expenses equaled $155 million. Based on this income, the earnings per share amounted to a whopping $2.58...
Study Finds Over Half of Contact Centers Schedule Non-phone Channels Manually
Contact centers have been employing at least some sort of methodology to predict and meet call volume since the earliest days of the call center in the 1950s. While it was probability algorithms worked out on graph paper in the earliest days, today, modern workforce management, scheduling and forecasting software is used to examine historical trends and other data to make predictions about future call volume...
Don't Be Left in the Cold: Preparing for Winter Weather is Critical for Customer Service Success
The Northeast has certainly seen its fair share of snow this winter. This week alone may have given residents their fill for the year. Wisely, many employees choose to stay home during such winter events, or are simply unable to make it due to road and rail conditions. Moreover, winter storms can often bring about power outages, which can hinder even a fully-staffed office. Organizations in the area no doubt found themselves in something of a precarious situation, as falling snow also means rising call center volume...
NICE Systems Finds New CEO in Barak Eilam
By the end of April, 2014, a major shift will have taken place in the confines of NICE Systems, as the current president of NICE Americas, Barak Eilam, will step up to take over as the company's CEO. Eilam will be replacing Zeevi Bregman, who earlier announced plans to step down so he could take up more "personal interests." This leaves the company staring at what may be a big change...
Optimizing Forecast Accuracy in the Contact Center
In the contact center, one of the biggest pain points is scheduling and forecasting. A few decades ago, these workforce optimization processes were carried out with manual calculations on spreadsheets, using historical data and complex algorithms that give most people headaches just looking at them...
Envision Introduces Click2Coach Cloud WFO Solution
Envision, a provider of workforce optimization software, has announced the launch of Click2Coach Cloud, a cloud-based application offering recording, evaluation, coaching and agent analytics...
ScheduleBase Now Features Multiple Site Schedule Management
Atlas Business Solutions, Inc, a developer of business management software, recently updated its ScheduleBase employee scheduling solution with a new feature that allows businesses to manage individual schedules for multiple locations...
Making the Argument for the Unified Desktop
The contact center agent is a coveted individual in the business world, as he or she has very little to do within a given shift, relying on the whiles of bored coworkers to pass the time - right? If this were really the case, wouldn't we all want the job? The truth is, agents have more to juggle in less time than most of us, and they have to do it while keeping countless customers happy...
For Better Contact Center Productivity, Learn to Manage Agent Stress
In a contact center, there are many assets, but none of them are as critical (or cost as much) as the agents themselves. These are the people who talk to customers on a daily basis, acting as the critical front line and the brand ambassador for the company. So why do so many companies treat their contact center agents like they are expendable?..
NICE Systems Bookings Topped $1B in 2013
NICE Systems, a provider of workforce optimization solutions, apparently had quite the 2013, as the company has announced that it surpassed $1 billion in bookings during the year. This is the first time in its history that NICE has topped the $1 billion mark and it will likely affect its projections for 2014...
NICE Systems Opens European Data Center
NICE Systems, a leading provider of workforce optimization solutions, has announced that it has opened a new cloud data center in the United Kingdom that will serve the EMEA (Europe, Middle East and Africa) region...
Uptivity Debuts New Gamification System with Uptivity Discover Suite 5.3
Uptivity, a provider of workforce optimization (WFO) solutions, stated that it has released a new contact center gamification solution as part of its Uptivity Discover Suite 5.3 WFO platform...
How to Ensure Workforce Optimization Delivers the Desired Results
There's often a difference between customer service expected and customer service delivered. This is true not just for the customer, but also for managers trying to train the workforce to perform according to expectations. As such, true workforce optimization means more than just giving employees a few good tips. Customer service from the call center perspective needs a little more...
Workforce Optimization Offers Multiple Advantages to Small Contact Centers
Workforce management is not a new idea - no doubt the ancient Egyptians and the Romans even had their own methodologies for keeping track of who was working when, how much he worked, and when the optimum time for him to work again might be...
The Data is There for Contact Centers That Know Where to Look
Contact centers generate a lot of data, almost the definition of big data. But much of this data is not used, or is underutilized, a new study by The International Customer Management Institute (ICMI) suggests...
FMSI Increases Sales Activity at Macatawa Bank during Staff Downtime
Financial Management Solutions (FMSI) provides business intelligence solutions to banks and credit unions. Their key offerings include The Teller Management System (TMS), The ContactCenter Management System (CMS), and the Lobby Tracking System (LTS)...
Workforce Optimization Can Prevent 'Customer Rage'
You've heard of, and probably even experienced "road rage." We're all familiar with "packaging rage" as we struggle to get into shrink-wrapped products that would appear to be encased in seemingly bullet-proof plastic that rivals Kevlar in strength. How about "customer rage"?..
NICE Predicts Contact Center Resolutions for the New Year
With the holiday shopping season drawing quickly to a close, businesses no doubt find their contact centers inundated with customer requests, questions, and complaints. However, with the end of the holidays also comes the start of a new year, which means taking a step back and planning for change...
The Home-based Agent, Properly Managed, Is a Viable Alternative to Offshore Outsourcing
The home-based contact center agent is a bit of phenomena today. While the call center industry is fairly similar the world over - customers are customers and generally want the same things - the home-based agent model would appear to be a uniquely American thing...
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...