CX Advantage Walker
APRIL 8, 2010
"Market orientation refers to the organizationwide generation of market intelligence pertaining to current and future needs of customers, dissemination of intelligence within the organization, and responsiveness to it." Kohli, Jaworski & Kumar 1993, p. 468 My last post defined the concept of market orientation and how important it is to our understanding of customer centricity.
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OCTOBER 9, 2010
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Customer Interactions
OCTOBER 10, 2010
'NICE Systems (booth #3836), and partners AXIS (#3103), Esri (#441), Infinova (#1447), and Quantum Secure (#1349), are teaming up to bring you an ASIS scavenger hunt. Join the hunt on October 12th for a chance to win some great prizes. Simply visit each booth on 10/12 starting at 9am, pick up the designated items, and bring them to NICE’s booth by 2pm.
CX Advantage Walker
FEBRUARY 9, 2010
Have you heard that Comcast is changing its name? Starting Friday, they will be known as Xfinity. Most customers will learn about the change through an advertising campaign set to air during the Winter Olympics. Comcast is hoping the name change will emphasize their focus on innovation and new products, as well as better suit them to. Continue reading.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
CX Advantage Walker
JANUARY 8, 2010
If you’re anything like me, you can probably count on one hand the number of times that you’ve had Domino’s Pizza in the past. In the hierarchy of chain pizza restaurants, Domino’s was always about 34th on my list of options (even beneath places that I have since found out were no longer in business). Continue reading. The post The Domino Effect appeared first on CX Advantage.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Interactions
OCTOBER 22, 2010
'From the London Underground to Hong Kong’s Mass Transit Railway to the New Delhi Metro, travelers are reminded in not so subtle terms to “Mind the Gap.” Anyone who has not minded the gap knows that miss-steps can lead to unpleasant consequences. For security operations, taking that first step toward a new situation management solution brings to mind an interesting parallel.
Customer Interactions
SEPTEMBER 15, 2010
'It’s well known that security – and everything that comes along with it (the human resources, the technology) can be pretty costly. But can it actually save money? The prevailing perception is that you can never know what security “saved” your organization. Why? Because it’s difficult to know what could have happened had you not made those very same security investments.
Customer Interactions
SEPTEMBER 9, 2010
'I’m just getting ready to head out to Houston, TX for my next stop on the PSA Security Network’s Education Tour, September 14-15, 2010. The two-day session is open to PSA members and non-members. I’m sure this event will build on the success of the first one in Pine Brook, NJ a few weeks back. And yes, we’ll be presenting the same controversial material that made the room in New Jersey go very quiet while people looked down solemnly at their sheets of paper, contemplatin
Customer Interactions
APRIL 29, 2010
'Welcome to NICE Fusion, the NICE Systems’ Security blog. We’re excited to have an opportunity to discuss many thought-provoking topics and issues related to security and public safety with you. Our bloggers are some of the best known talents in security and public safety. The blog will feature: Dr. Bob Banerjee on all topics video Chris Wooten on public safety Douglas Florence on the gaming market.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Customer Interactions
NOVEMBER 28, 2010
'Articulating the Value of Security.It’s an uphill battle to convince the decision-makers in any business that they need to invest in security. Why? Because deep down, all professional business people think security is an annoying layer of cost and inconvenience. If you walk in and tell them, “We need more security,” they hear, “We need a more annoying layer of cost and inconvenience.
Customer Interactions
NOVEMBER 20, 2010
'Recently, I attended the ASIS 2010 show in Dallas and stumbled across something that I had heard about but had never before had the opportunity to lay hands on. First off, you have to understand that I am, without a doubt, a Tech. That means if something technology-wise catches my eye that is wicked cool and actually solves a problem of mine (or an Integrator friend or two) in a simpler and easier way than has been done before, I’m gonna shout it from the mountain tops – and not jus
Customer Interactions
NOVEMBER 13, 2010
'NICE’s Situation Management solution, NICE Situator, means different things to different people. For many, it’s the ultimate Command and Control Center system, combining Standard Operating Procedure (SOP) workflows and assorted systems into a single GUI that masks the reality that there are multiple systems working behind the scenes. When I click on a door on the GUI to open it, or on a camera to view, I don’t have to care what that door or camera is physically connected to.
Customer Interactions
DECEMBER 15, 2010
'One of the most frequently heard remarks by security executives I’ve interviewed was that the security command center did not seem to keep up with the other business units of the organization. For example IT has a type of command center called a network operations center. IT security departments have their SOC (pronounced sock) or security operations center.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Customer Interactions
DECEMBER 7, 2010
'PSIM principles may be used to produce better situational awareness, and thereby promote better security and business decisions. One new type of software addressing situational awareness is called situation management. This application of PSIM unifies video, alarm, and sensor data to improve situational awareness and add efficiency to incident response.
Customer Interactions
OCTOBER 26, 2010
'From October 31 to November 3, 2010, the first Israel HLS International Conference will be taking place in Tel Aviv at the Dan Panorama Hotel. While it is a first-time event, it has attracted the attention and involvement of participants from all of over the world – Brazil, Italy, Germany, India, Thailand, Mexico, Vietnam, Africa, USA, Poland and others.
Customer Interactions
OCTOBER 26, 2010
'If you’re interested in learning more about airport perimeter protection, here’s an insightful article (Smart Perimeter Protection for Airports) on the PRO security zone website authored by NICE video analytics expert Guy Lorman.
Customer Interactions
OCTOBER 26, 2010
'Why hasn’t the scale tipped totally in favor of IP video? Why are different markets adopting IP video at different rates? Where is IP video becoming the de facto standard? And, what factors will likely swing the IP pendulum further? Read this article (IP video: Where’s the tipping point?) by NICE Systems’ Dr. Bob Banerjee to learn more.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Customer Interactions
OCTOBER 26, 2010
'This short YouTube video successfully highlights the key turning points for NICE’s new Video Management System, Net 2.0. It explains exactly why it is partner friendly and how we’ve been able to pass down the “DNA” from best practices gained through successful (and massive deployments) to NiceVision Net 2.0 Professional and eXpress which are cost effective and suitable for more modest size projects (anywhere from 16-200 cameras).
Customer Interactions
OCTOBER 6, 2010
'To be showcased at ASIS 2010: details behind NICE’s IP-based video surveillance solution – revved up with new capabilities that are already being rolled out to existing sites. NICE’s R&D has done some serious market analysis and soul-searching to decide what its position should be in the ‘New IP Video World Order.’ The answer is here – in the solution we’ll be showcasing at ASIS 2010.
Customer Interactions
OCTOBER 2, 2010
'It has been said that cameras are the “eyes” of modern-day video surveillance systems and video analytics the “brain.” Still, for the added intelligence they afford, video analytics deployments, especially outdoor deployments, are not without challenges. Factors such as rain, snow, wind, fog, scene illumination, seasonal changes, and the distance and size of objects you’re trying to identify, all come into play.
Customer Interactions
AUGUST 19, 2010
'Michael Rosen, Product Marketing Manager for PlantCML (an EADS North America Company), was one of several NG9-1-1 experts to join our NG 9-1-1 Panel Discussion at APCO recently.* In this Q&A interview, Michael touches on the impact of NG9-1-1 on operations and service levels, and shares some pointers on how you can ensure compatibility with legacy systems and processes, once you make the transition to NG9-1-1.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Customer Interactions
AUGUST 18, 2010
'By Sharon Counterman, Deputy Director, Greater Harris County 911 Emergency Network (Sharon Counterman was one of several panelists who participated in the recent NG 9-1-1 Panel Discussion at APCO.). As you know, APCO National took place this year in Houston, Texas, and I had the pleasure serving on a panel assembled to discuss the transition to NG9-1-1.
Customer Interactions
AUGUST 17, 2010
'Karin Marquez participated in the recent NG 9-1-1 Panel Discussion at APCO along with other industry representatives.). Whether you’re a 9-1-1 telecommunicator, director or vendor allied to the industry, or a 9-1-1 supervisor like me, we all need to prepare for Next Generation 9-1-1. Here are some things I’ve learned along the way that you might find helpful.
Customer Interactions
AUGUST 5, 2010
'Just returned from the first stop on the PSA Security Network Education Tour in Pine Brook, NJ. Sharon Shaw, PSA’s Director of Education did an excellent job of coordinating all the presenters, topics and logistics, and most importantly – managed to sum up all of the material presented in the two-day training event into a coherent whole, which made it more valuable than the sum of the parts.
Customer Interactions
AUGUST 1, 2010
'In my experience working with systems integrators and customers in the security space, I’ve always found a picture – or in this case a video clip – is worth a thousand words. So here they are – some video clips of NiceVision video management software live in action. (Just click here and when you get to the page scroll down to “Product Training.
Advertiser: ZoomInfo
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Customer Interactions
JULY 27, 2010
'As Director of the Fairfax County, Virginia Department of Public Safety Communications, I have the distinct honor of heading up a new full-service, state-of-the art, next generation 9-1-1 public safety communications center that serves Fairfax County. Our center is co-located with 3 other agencies (the Virginia State Police Dispatch Center, the Fairfax County Office of Emergency Management and Emergency Operations Center and the Virginia Department of Transportation Traffic Management Center).
Customer Interactions
JULY 26, 2010
'The stars seem to be aligning for Next Gen 9-1-1 (NG9-1-1). NG9-1-1 standards are taking shape and, by all reports, some emergency communications centers will be ready to receive live Next Gen 9-1-1 type calls as early as this year. Still, the looming migration to Next Gen 9-1-1 will impact many areas – technology, funding, and operations to name a few – and there are still questions to be answered.
Customer Interactions
JULY 25, 2010
'The North American Electric Reliability Corporation (NERC for short) is an organization whose mission is to ensure the reliability of the bulk power system in North America. Founded in 2006, NERC does this through a set of standards and through its strong enforcement program. NERC’s standards specify requirements for planning, operating and maintaining the bulk power system.
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