Customer Interactions

JANUARY 19, 2011

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.

Technology 28

Technology Management 28

Sampson Lee

DECEMBER 1, 2011

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

Management 40

Management Customer Experience 40

Beyond Morale

OCTOBER 31, 2011

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. To explain how to overcome the affects of a bad boss she talks about a character Pierre that was placed into a low performing subsidiary as a COO.

Morale 55

Morale Management Employee engagement Personalization 55

Beyond Morale

OCTOBER 11, 2011

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. June and Ward (Cleaver) were conscience parents that viewed their responsibility for instilling values to their boys (Wally and Beaver) as an duty to the world. They did’t use force or intimidate to teach the boys lessons but used verbal communication and leading by example as the methods.

Morale 55

Morale Employee engagement Coaching Education 55

Beyond Morale

DECEMBER 31, 2011

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. I have met many people in my life that have expressed the same sentiment. Have you? Think about your workplace for a moment. Do the employees communicate positively with one another? Are they gladly working together?

Morale 52

Morale Surveys Personalization Accountability 52

Beyond Morale

SEPTEMBER 20, 2011

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? Let’s look at how a simple ‘unmet need’ follows a process to manifest into all out dysfunctional conflict; conflict that hurts relationships and damages great businesses.

Morale 52

Morale Feedback Personalization Employee engagement 52

Beyond Morale

AUGUST 24, 2011

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. When you feel like you are part of a great team your employee engagement is high.

Morale 48

Morale Employee engagement 48

Globitel

AUGUST 2, 2011

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. This instigation comes as part of Globitel ’s steady growth in the region, and MTN’s commitment to its mission of maximizing their customers’ experience through innovative telecommunication services.

Telecommunications 40

Telecommunications Customer Care Call Center Sales 40

Globitel

JUNE 18, 2011

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 , the leading provider of telecom and call center solutions, has gone beyond the IT world and into the golf fields.

call center solutions 40

call center solutions Call Center Customer Care 40

Globitel

NOVEMBER 15, 2011

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

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Globitel

NOVEMBER 15, 2011

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

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Bryant Richardson

OCTOBER 19, 2011

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

Contact Center 40

Contact Center Call Center Customer Service Customer Experience 40

Bryant Richardson

OCTOBER 12, 2011

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

Customer Experience 40

Customer Experience Customer Service 40

Globitel

OCTOBER 5, 2011

Globitel Launches “My Status” Service for its Customers. Globitel , the worldwide leading telecom solutions provider, has recently launched a new innovative service in the telecommunications and information technology solutions market called “My Status”, allowing users to specify their general status to all callers, some callers, or specific callers.

Telecommunications 40

Telecommunications Marketing Call Center Sales 40

Globitel

AUGUST 17, 2011

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. More than 120 Globitel members and their guests were present at this joyous event, while strengthening the bond of affection between them.

Customer Care 40

Customer Care Call Center 40

Globitel

AUGUST 13, 2011

Globitel Organizes Ramadan Iftar for Orphans. Amidst a festive Ramadan atmosphere, Globitel , the leading telecom solutions provider, has recently hosted an Iftar for orphans at Tazej Restaurant, in the presence of several company employees, aiming to closely bond with the orphans during the holy month.

Customer Care 40

Customer Care Call Center Personalization 40

Globitel

AUGUST 2, 2011

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. Starting with Islamabad, the visit commenced by meeting with existing partners to reinforce cooperation ties and updates, as well as with potential partners for new business evaluations.

Enterprise 40

Enterprise Call Center Feedback Sales 40

Globitel

JULY 11, 2011

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

Sales Engineering Call Center Technology 40

Globitel

JUNE 4, 2011

Globitel at GSM Arab World conference. Globitel attended the GSM Arab World Conference that took place on June 6th – 7th in Amman, Jordan. Mr. Samer Halawa, Globitel ’s President spoke at the conference about “Incentives to attract more inbound roamers”, and a number of the Company’s directors were present including the Chief Executive Officer, President and Regional Manager. The post Globitel at GSM Arab World conference appeared first on Globitel. News Globitel at GSM Arab World conference

Management 40

Management 40

SoliCall

MAY 31, 2011

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?

voip 40

voip Call Center call center software CRM 40

Customer Interactions

JULY 7, 2015

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

SaaS Contact Center Marketing 28

Customer Interactions

OCTOBER 17, 2011

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?

Surveys 29

Surveys Enterprise Management 29

Customer Interactions

NOVEMBER 21, 2011

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.

Government 31

Government Best practices Management 31

Customer Interactions

JUNE 15, 2011

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.

Education 28

Education Feedback Best practices Marketing 28

Customer Interactions

MAY 22, 2011

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?

Engineering 28

Engineering Technology 28

Customer Interactions

NOVEMBER 7, 2011

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.

Management 29

Management 29

Customer Interactions

DECEMBER 12, 2011

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.

Banking 28

Banking Government Construction Finance 28

Customer Interactions

SEPTEMBER 21, 2011

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.

Management 29

Management 29

Customer Interactions

NOVEMBER 30, 2011

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.

Government 28

Government Analytics 28

Customer Interactions

AUGUST 1, 2011

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.

Wireless 28

Wireless Technology 28

Customer Interactions

NOVEMBER 15, 2011

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.

Marketing 28

Marketing Technology Management 28

Customer Interactions

JUNE 8, 2011

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.

Enterprise 28

Enterprise Best practices Technology Management 28

Customer Interactions

OCTOBER 31, 2011

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.

Technology 28

Technology Management 28

Customer Interactions

OCTOBER 26, 2011

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.

Marketing 28

Marketing Technology Management 28

Customer Interactions

AUGUST 3, 2011

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.

Technology 29

Technology Management 29

Customer Interactions

OCTOBER 10, 2011

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.

Technology 28

Technology 28

Customer Interactions

OCTOBER 5, 2011

The conference organizers for TechSec 2012 have just announced their preliminary educational program. For 2012, the conference will focus on hot topics like mobile apps, video analytics, identity management, cloud services and PSIM. NICE’s Dr. Bob Banerjee will be moderating a session on “PSIM, PSIM-light, VMS: Solving problems outside of the acronym box.”

Education 28

Education Analytics Management 28

Sampson Lee

DECEMBER 1, 2011

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

Customer Experience 40

Customer Experience 40

Customer Interactions

OCTOBER 2, 2011

Recently, NICE''s own Dr. Bob Banerjee sat down for a second podcast interview with Scott Goldfine, Editor-in-Chief of Security Sales & Integration, to shed light on the topic of Video Analytics. In this podcast. Banerjee discusses the pros and cons of different solutions, applications for video analytics, and more. Click here to listen to the podcast. Security Video Solutions

Analytics 28

Analytics Sales 28

Sampson Lee

NOVEMBER 30, 2011

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

Customer Experience 40

Customer Experience 40