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.
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.
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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.
Brad Cleveland Blog
AUGUST 15, 2011
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.
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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. More than 50 orphans enjoyed the event and the company of the employees, and conveyed their delight in such a righteous gesture by Globitel , where they were given the chance to intermingle with
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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.
Customer Interactions
AUGUST 17, 2011
'Each year about this time Government Computer News unveils the winners of its coveted GCN Awards. This year’s top ten projects were hand picked from a list of more than 200 nominated projects. Among the projects recognized by the judges was the Los Angeles World Airports ARCC which received an Honorable Mention for IT achievement. The 9000-square foot center houses police, fire and airport personnel under one roof and boasts new software programs, like NICE Situator, making LAX one of the
Customer Interactions
AUGUST 17, 2011
'Over-promise and under-deliver: that’s the feeling we’re all left with when someone mentions video analytics. And rightly so – because many vendors claim they do video analytics, but often there’s no way to determine just how well they do it. And it''s that way with many things. Case in point - I can pound out a few keys on the piano, but I''m certainly no Mozart.
Customer Interactions
AUGUST 1, 2011
'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. In addition to being taught to call 9-1-1, we hear stories daily about the heroic efforts of first responders around the world who have come to the assistance of those in need.
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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
Brad Cleveland Blog
AUGUST 15, 2011
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.
Brad Cleveland Blog
AUGUST 1, 2011
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
Brad Cleveland Blog
AUGUST 1, 2011
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
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