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 54

Morale Employee engagement Feedback Personalization 54

TASKE Technology

SEPTEMBER 8, 2011

Over the last few months, we’ve looked at the relationship between key metrics and higher-level business objectives. Choosing these metrics and determining appropriate target values is critical for ensuring that the contact center contributes to the success of your business in a quantifiable way. Now, let’s take a look at a few processes underlying many common key metrics: agent scheduling and adherence.

Metrics 40

Metrics Management Abandon rate Contact Center 40

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 30

Management 30

Brad Cleveland Blog

SEPTEMBER 1, 2011

We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.

Engineering 20

Engineering Feedback Multi-channel support Service level 20

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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.

Customer Interactions

SEPTEMBER 25, 2011

'NICE is excited to announce the General Availability (GA) of its newest release of the NiceVision enterprise-class, open-platform, intelligent IP video surveillance solution – NiceVision Net 2.5. NiceVision Net 2.5 is about making the right “MOVE” to a leading IP video management solution. “MOVE” is more than just a catchy marketing slogan.

Analytics 29

Analytics Enterprise Marketing Management 29

Customer Interactions

SEPTEMBER 10, 2011

'Has airport security improved in the decade since 9/11? In this blog published in SMT Online, Jamie Wilson, EMEA Security marketing manager for NICE Systems, weighs in.

Marketing 29

Marketing Management 29

Brad Cleveland Blog

SEPTEMBER 1, 2011

We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.

Engineering 20

Engineering Feedback Multi-channel support Service level 20

Brad Cleveland Blog

SEPTEMBER 13, 2011

Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link].

Call Center 20

Call Center Contact Center Customer Service 20

Brad Cleveland Blog

SEPTEMBER 13, 2011

Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link].

Call Center 20

Call Center Contact Center Customer Service 20

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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

Surveys

Customer Interactions

SEPTEMBER 18, 2011

'A Q&A interview with NICE Banking Sector Expert Erez Goldstein. Consolidation in the banking industry has its upsides…and some downsides as well, especially when it comes to managing physical security. In this Q&A interview, Erez Goldstein, Banking Sector Senior Product Marketing Manager for NICE Systems, shares his perspective on the security challenges facing the banking industry, and how Situation Management can help.

Banking 29

Banking Management voip Technology 29

Customer Interactions

SEPTEMBER 12, 2011

'Below is the third in a series of Q&A interviews with James Lipinski, ENP, Enhanced 9-1-1 IT Manager for the Vermont Enhanced 9-1-1 Board. James was one of several NG9-1-1 experts to join our NG9-1-1 Panel Discussion at APCO recently (NG9-1-1: Past Lessons, Present State, Future Opportunities). In this three-part Q&A interview, James touches on the implications of NG9-1-1 from the standpoint of 9-1-1 Communication Center processes.

Government 29

Government Management Call flow Metrics 29

Customer Interactions

SEPTEMBER 5, 2011

'James Lipinski, ENP, Enhanced 9-1-1 IT Manager for the Vermont Enhanced 9-1-1 Board, was one of several NG9-1-1 experts to join our NG9-1-1 Panel Discussion at APCO recently (NG9-1-1: Past Lessons, Present State, Future Opportunities). In this three-part Q&A interview, James touches on the implications of NG9-1-1 from the standpoint of 9-1-1 Communication Center processes.

Government 29

Government Management Technology Metrics 29