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.
TASKE Technology
MAY 1, 2011
Your contact center likely has access to a significant amount of data about activity, such as how many calls it receives in a day, how long callers waited to be answered, and how many callers gave up waiting before they were answered. While these statistics may be valuable to you on an individual basis, they can also be leveraged for use as metrics for key performance indicators.
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Customer Interactions
MAY 15, 2011
'In today’s complex security environment, it is imperative that physical security practitioners have the right tools and systems to manage not only their current security situations, but the identities involved as well. By bringing together physical identity and access management (PIAM) software with physical security information management (PSIM) software, security organizations can create a holistic approach to managing both situations and identities, streamlining compliance and signific
Brad Cleveland Blog
MAY 20, 2011
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They are good. They are important.
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Customer Interactions
MAY 22, 2011
'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? What multimedia information will it contain?
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
MAY 2, 2011
'You’ve probably read about NICE Situator in blogs on this site, or in trade magazines and on-line media. Now is your chance to get an up close look at this leading Situation Management solution - by attending a complimentary NICE Situator forum. Coming to a city near you, this half-day forum runs from 12:00 to 4:30pm (see list of locations below) and features live demonstrations, case studies and interactive sessions that will help you deal with today’s most complex security challen
Brad Cleveland Blog
MAY 20, 2011
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They are good. They are important.
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