Paris 2011: The New Total Customer Experience (TCE)

Sampson Lee

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […]. Blog Customer Experience Editor's Pick

Transit Trends for 2011

Customer Interactions

The technology necessary to fuse together disparate security systems and sensors, and streamline security and emergency operations isn’t far down the tracks. It''s here today, and you can bet that this year more transit agencies will be getting on board. So what exactly is this technology, and why is it a hot trend in security for transit operations?Read Read this article in the December 2010 issue of Security Magazine,written by NICE Systems’ Udi Segall, to find out.

The Cure for Horrible Employees and Bosses

Beyond Morale

In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses and how you can neutralize a bad boss. She states as many as half of American workers feel low levels of employee engagement stem from poor management.

Are your Parents are to Blame for Low Employee Engagement?

Beyond Morale

For the longest time the Cleaver’s, in the popular 1950’s television show “Leave it to Beaver” was represented as the ideal American family.

Is this the most important gift you could give employees?

Beyond Morale

To me gifts are special things for which I am grateful. It has nothing to do with physical items or monetary value. Gifts are things that I feel have enriched my life. Do you think the same way? I don’t think we are strange because we think this way.

Do You Recognize the ‘unmet need’ to Engage Employees and Yourself

Beyond Morale

What happens when your needs aren’t met? Can you recognize this in yourself? What about in others? A valuable outcome of the Systematic Leadership process inherent in the Beyond Morale program is the ability to better understand what your needs are and the needs of others. Why is this important?

Why Would You Wait to Improve Employee Engagement?

Beyond Morale

We all know what is feels like to be a member of a great team. Even if you only experienced it for a short time, you know how fantastic it feels to have strong relationships at work , be stress free, confident, fulfilled, optimistic, and full of gratitude to be a member of a winner.

Globitel Launches “Missed Call Notification” Service in MTN Sudan

Globitel

Globitel , the leading telecom solutions provider, has launched the “ Missed Call Notification ” Service in MTN Sudan, on June 26th, 2011. Globitel Launches “Missed Call Notification” Service in MTN Sudan.

Globitel Hits the Golf Course

Globitel

On June 17th-18th, 2011, Globitel was one of the proud sponsors of the ROWVAR Cup Championship at Bisharat Golf Club, the first private golf course in the suburbs of Amman. Globitel Hits the Golf Course.

Globitel Launches “My Status” Service for its Customers

Globitel

Globitel Launches “My Status” Service for its Customers.

Globitel Hosts Ramadan Iftar for its Staff in this Holy Month

Globitel

Globitel Hosts Ramadan Iftar for its Staff in this Holy Month. During the holy month of Ramadan, Globitel , the leading telecom solutions provider, hosted an Iftar for all its employees and their families at the Marriott Hotel.

Globitel Organizes Ramadan Iftar for Orphans

Globitel

Globitel Organizes Ramadan Iftar for Orphans.

Globitel Visits Pakistan to Strengthen Presence

Globitel

Globitel Visits Pakistan to Strengthen Presence. Globitel , the leading telecom solutions provider, has recently visited Islamabad and Lahore – Pakistan, for five days to endorse the company’s operations in the country which has proven highly prolific for establishing affiliations.

Globitel at GSM Arab World conference

Globitel

Globitel at GSM Arab World conference. Globitel attended the GSM Arab World Conference that took place on June 6th – 7th in Amman, Jordan.

New York as a Brand: Great Cities are Great Brands

Sampson Lee

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […]. Blog Customer Experience

Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

Sampson Lee

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […]. Blog Customer Experience

I Love Amsterdam; Mainland Chinese Love Hong Kong

Sampson Lee

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […]. Blog Customer Experience

Jawwal

Globitel

Jawwal is one of Globitel’s customers. The post Jawwal appeared first on Globitel. Our Customers Jawwal Globitel Customer

40

Mobily

Globitel

Mobily is one of Globitel’s customers. The post Mobily appeared first on Globitel. Our Customers Mobily Globitel Customers

40

Employee Relations in the Contact Center

Bryant Richardson

I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune 500 retailer. Contact Center Customer Experiences Leadership Call Center Customer Service Employee relations Human resources

The Customer Experience That Shouldn’t Have Been

Bryant Richardson

It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you don’t see “good customer experience” in the same sentence with “AT&T” too often, but it was. It’s just a shame it […]. Customer Experiences #ATT #ATTCustomerCare #CustExp #CustServ Customer Experience Customer Service Twitter

Globitel Establishes Sales Force in East Africa

Globitel

Globitel Establishes Sales Force in East Africa. Globitel , the leading telecom solutions provider, has recently recruited an international expert in telecom software solutions, Mr. Christopher O. Oyugi, who is located in Kenya to manage sales Eastern Africa This employment falls in line to support Globitel ’s continuous business growth and expansions in Africa.

Sales 40

Getting Ready for Interactions 2011

Customer Interactions

The bottom line is – 2011 is a good year! I have now been to quite a few of these NICE customer events. And yes, I’ve been on both side of the table. However, this is no time to be nostalgic. Business is good, and the contact center segment in particular is growing.

SaaS 28

The Importance of Audio Quality in Call Centers

SoliCall

Background. Telephony is the main (and usually the only) communication channel between Call Centers and their customers. The efficiency and quality of the telephony interactions between a Call Center and its customers is a key factor to the Call Center’s business success. This efficiency and quality can be divided to two major categories: Information & Technology. Information in Call Center. Does the representative have all the information available to satisfy the customer’s need?

New NERC CIP Standards Will Dramatically Alter Utility Security Landscape

Customer Interactions

According to another recent article, in the first six months of 2011 alone, “utilities in the United States (announced) mergers and acquisitions with a total value of $44 billion.” Sources: FERC Law Update, July 5, 2011, Morgan Lewis, [link]. Utilities Turn to Mergers as Demand for Power Slows, June 16, 2011, DealB%k (The New York Times), [link]. Are you ready?

Teleopti Announces Financial Results for Full Year 2011, the company’s 19th consecutive year with profitable, organic growth

teleopti

million for the full year 2011; increasing 10.6 % compared to the full year 2010. January 1, 2011 Teleopti changed the revenue recognition method regarding annual maintenance and upgrade subscriptions to recognition over the contract period according to IFRS. Teleopti reported total revenue of EUR 14.4 Earnings before interest and taxes (EBIT) equalled EUR 1.8 million, compared to EUR 0.3 million reported for 2010.

48

NICE NUG Expands

Customer Interactions

In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed! Many of you may not know much about the NUG, so let me offer a brief introduction.

Another Successful NICE Customer Conference

Customer Interactions

NICE recently held its annual Customer Conference, Interactions 2011, in Las Vegas, NV. We also had a number of sessions at Interactions 2011 that discussed emerging solutions to the daunting security and operational concerns our customers face today. With Interactions 2011 in the rear-view mirror, the wheels are already starting to spin for next year. It was a big success, with over 1500 attendees.

NG9-1-1 Call Handling: Is Your PSAP Ready?

Customer Interactions

On June 2, 2011, NICE will be co-hosting a webinar with Intrado and Black Hawk County to provide answers to these questions and more. As Next Generation 9-1-1 edges closer, many states and regions are investing in IP infrastructure and NG9-1-1 technology. Beyond these preparations, NG9-1-1 will require PSAPs to rethink everything they know about effective 9-1-1 call handling. What will an NG9-1-1 call for assistance look like? How will it be delivered?

Dr. Bob Navigates the Great PSIM Unknown with SD&I’s Deb O’Mara

Customer Interactions

Recently, Security Dealer & Integrator Editor-in-Chief Deborah O’Mara interviewed NICE’s Dr. Bob Banerjee for an extensive article on PSIM (“PSIM: Navigating the Great Unknown”). In the article, Bob talks about the difference between PSIM and VMS and highlights what he thinks are the top three ‘killer apps for PSIM.’ ’ The article was the cover story for the October issue of Security Dealer & Integrator and also appears on SecurityInfoWatch.com.

Thanks to the Unsung Heros of 9-1-1

Customer Interactions

Beyond these 2011 PSAPs Finest award winners there are literally hundreds more who deserve our recognition on a daily basis for their service to the public. Since childhood we have been taught that in an emergency we should call the universal emergency number 9-1-1. Our expectation upon calling is that we will soon have a police officer, a fireman or an emergency medical unit arrive at our location and begin aiding us in our emergency.

Breaking Down Information Silos in the Security Industry

Customer Interactions

If the tragic events of 9-11-2001 taught us one thing, it’s that a system that compartmentalizes information and relies on manual efforts to link critical data is doomed to be reactive and inefficient. This is true in the case of government agencies and private sector security/risk management as well.

“The Power of Opportunity” for Today’s Electric Utilities

Customer Interactions

The theme for EEI’s 2011 Annual Conference, which will take place at the Broadmoor in Colorado Springs, June 12-15, is “the Power of Opportunity.” This will be NICE’s first year exhibiting at the utility industry’s top event, the EEI (Edison Electric Institute) Annual Convention/Expo. ” Utilities are exploring new technologies to transform the way they do business – and security is no exception.

Is Your Video Surveillance System Meeting the TCO Challenge?

Customer Interactions

While requirements for security systems are constantly increasing, security managers and IT directors are forced to deal with shrinking budgets, posing a real challenge for an organization looking to deploy surveillance systems. Minimizing TCO (Total Cost of Ownership) in surveillance systems is a significant challenge as video surveillance is a resource hungry application, which requires significant processing power and storage allocation.

On the perimeter: Keeping watch with video analytics

Customer Interactions

There was a time when fences or other physical barriers were the only way to protect a perimeter from intrusion. Not so today. In this Government Security News article, video analytics expert Guy Lorman examines how perimeter intrusion detection solutions (PIDS) have evolved, with video analytics as the backbone. He also discusses different ways to deploy PIDS, from virtual fences to smart fences for highly sensitive facilities.

Observations from the IACP show floor

Customer Interactions

A few weeks ago I attended the IACP (International Association of Chiefs of Police) conference. While I spent a great deal of time in the NICE booth demoing NICE Situator (our Situation Management Solution) and NICE Inform (our Incident Information Management Solution), I was also looking forward to walking the show floor. I did some reading on the show prior to getting there, so my expectation level was appropriately set.

NICE/Louis Armstrong New Orleans International Airport PSIM Project Recognized in STE Awards

Customer Interactions

I’m very excited to share the news that NICE has been recognized as an honorable mention winner in the Security Technology Executive (STE) Magazine Innovation Awards for its work on the Louis Armstrong New Orleans International Airport PSIM implementation. NICE was recognized, along with Armstrong International Airport and system integrator Johnson Controls, for their innovative implementation of NICE Situator, NICE’s open situation management solution.

Navigating the migration from analog to IP video

Customer Interactions

Since closed circuit television monitoring (CCTV) was introduced in the early 1960’s, the video surveillance market and its supporting technology have been continually evolving. Over the past two decades, hundreds of millions of CCTV cameras and video management systems (VMS) have been deployed worldwide; serving a wide range of markets from small retail outlets to citywide public safety solutions.

How SIEM and PSIM Work Together to Address NERC-CIP Requirements

Customer Interactions

The topic of cyber security is getting a lot of attention at electric utilities recently, as they deal with NERC-CIP standards and the ever-present threat of cyber security attacks. Top of mind are several incidents of cyber attacks, the most well known being the Stuxnet worm that attacked industrial software and equipment and some other attacks like the ones targeting Lockheed Martin and Sony.

Technologies for revolutionizing law enforcement coming to IACP

Customer Interactions

The IACP (International Association of Chiefs of Police) will be holding its 118th Annual Conference and Exposition later this month. Thousands of public safety executives will converge in Chicago for the event, where they’ll have an opportunity to peruse the latest technologies for revolutionizing law enforcement, including NICE Situator and NICE Inform.