Nice to Host Executive Networking Series on Solutions and Strategies for Call Volume Reduction and Next Call Prevention
Sep 11, 2012 (Close-Up Media via COMTEX) --
Nice Systems announced that it will showcase its real-time analytics technology and call reduction strategies during an executive networking series about Shaping Interactions as they Happen.
In a release, the company noted event details:
Taking place on September 12-24, with four stops across North America, these events will bring together industry thought leaders to discuss optimizing customer interactions by promoting first-contact resolution [nice.com/operational-efficiency/first-contact-resolution ] and proactively preventing unnecessary calls.
"Companies should welcome customer interactions. However, they must be able to identify and carry out constructive interactions, which resolve customer issues, create high satisfaction, lower operational costs, and generate revenues," said Barak Eilam, President of Nice Americas. "By tracking the customer journey across channels, identifying what drives customer behavior, and predicting what the customer's next move will be, enterprises are able to shape interactions as they happen, thereby achieving better results."
Kicking off the series, the Nice Executive Breakfast in Kansas City on September 12th will bring together several Nice customers and a Nice expert to share best practices on how to deliver customer service and Own the Decisive Moment.
Jason Pointelin, Manager of Analytics and Performance Management Systems at Sprint, will deliver a case study on the use of analytics to understand the reasons behind different call types. By leveraging this information, Sprint has been able to proactively handle customer needs during the first interaction, reduce call volumes, and increase overall agent performance.
Martha Rogers, Ph.D., Founding Partner at Peppers & Rogers Group, will lead an interactive discussion on the value of cross-channel analytics [nice.com/cross-channel-analytics ] in determining the ideal customer support mix for creating valuable customer experiences. Her session will focus on best responses to customers via social media, the contact center, and self-service, to help reduce call volumes and other costs while improving customer inquiry resolution and demonstrable long-term customer trust and loyalty.
Matthew Storm, Director of Innovation and Solutions at Nice, will discuss the role of Real-Time Interaction Analytics in helping agents understand the full context of each interaction and guiding them to the next-best-action during the interaction.
The Nice solutions identify and analyze repeat customer calls in order to understand what the underlying cause is, for example, agent knowledge gaps or process failures. The analytics technology also detects patterns of behavior across the customer journey - information that is used to anticipate and proactively meet customer needs in order to prevent the next call. By implementing these solutions, businesses can reduce call volumes by up to 25 percent, making operations more efficient while also improving customer satisfaction and loyalty.
Nice is 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, emails, chat, social media, and video.
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