FCR: Coaching with a Side of Prediction

FCR: Coaching with a Side of Prediction

Matthew Storm, Director, Innovation & Solutions Marcom, Corporate Enterprise
May 20, 2013
Categories:
Customer Experience | Impacting Customer Interactions

As first call resolution as evolved into first CONTACT resolution, organizations are tossing aside their “repeat caller” reports and finding that handling the customers issue right the first time spans the complexities of multiple channels such as web, email, social and self-service. 

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The Top 4 Essentials for Exceptional Customer Experience

The Top 4 Essentials for Exceptional Customer Experience

Idit Aloni-Halfon, Enterprise Portfolio Marketing Manager, NICE
May 13, 2013
Categories:
Customer Experience

In a recent blog post we discussed the importance of brands understanding their customers’ individual journeys, and being there for customers during their make-or-break moments in a way that is personal and memorable. Some might even say that providing an individual customer experience will quickly become a strategic advantage in an otherwise identical service market. 

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Customer Authentication – Stuck in the Last Century

Customer Authentication – Stuck in the Last Century

Jade Kahn, Solution Marketing, NICE
May 07, 2013
Categories:
Call Center Technologies | Impacting Customer Interactions | Risk & Compliance Management

Every day, it seems, we are finding new and more efficient ways to interact with our service providers, whether our bank, mobile provider, insurance company, favorite airline, or retailer. New technologies are making it easier and faster to interact and carry out transactions whether we’re purchasing something or updating personal details. There is, however, one very conspicuous speed bump: customer authentication.

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Presenting The World Through Your Customers’ Eyes

Presenting The World Through Your Customers’ Eyes

Idit Aloni-Halfon, Enterprise Portfolio Marketing Manager, NICE
April 29, 2013
Categories:
Customer Experience

Each customer experiences their journey in a way that is unique to them, with individual decisive moments that shape their experience.

NICE understands how important it is for organizations to know how to shape the customer experience. But in order to do so, they need to get closer to their customers and understand what drives their decisions.

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Getting You Closer to Your Customers – Redefining Interactions

Getting You Closer to Your Customers – Redefining Interactions

Yochai Rozenblat, President, NICE Enterprise Group
April 22, 2013
Categories:
Customer Experience | NICE Interactions

Picture this: It’s your first day of a dream vacation. When you present your credit card to pay for breakfast—your first purchase in a foreign country—your card is denied. You spend the next hour on your cell phone working your way through IVRs and finally explain the problem to a customer service rep at your bank, trying to figure out what’s wrong and how you can fix it.

 
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Deciphering the Customer Experience to Empower Your Enterprise

Deciphering the Customer Experience to Empower Your Enterprise

Idit Aloni-Halfon, Enterprise Portfolio Marketing Manager, NICE
April 15, 2013
Categories:
Customer Experience | Impacting Customer Interactions | NICE Interactions

Do you remember the time when you really needed a customer service rep to be responsive to you at that moment? The time when he was not only able to help you with your current problem, but also took the extra step to help you avoid a future issue? Do you remember how you smiled with relief? Do you also remember how you became a loyal customer at that moment?

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A Response to Jay Minnucci’s “Coaching the Coach”

A Response to Jay Minnucci’s “Coaching the Coach”

Corey L. Savory, NICE Business Consultant and
Andy Elkind-VP, The Elkind Group
April 08, 2013
Categories:
NICE Interactions | Workforce Optimization

In his article “Coaching the Coach,” Jay Minnucci makes a valid point when he highlights the importance of coaching quality. Too often, coaching is just an exercise in production, a “check the box” activity where the goal is to show completion without any regard to effectiveness.

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The End of the Time and Motion Study

The End of the Time and Motion Study

George Theofanous, Back Office Subject Matter Expert, NICE
April 03, 2013
Categories:
Back Office Workforce Optimization | NICE Interactions

Trying to optimize your back office operations with time and motion studies? Many companies engage with expensive management consulting firms to perform time and motion studies by observing a representative sample of employees, measuring time spent on various activities, and reporting the findings. 

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Resolve. Prevent. Engage: The Trinity of Excellent Customer Service

Resolve. Prevent. Engage: The Trinity of Excellent Customer Service

Noam Herzenstein, Solution Marketing Manager, NICE
March 27, 2013
Categories:
Customer Experience | NICE Interactions

All service organizations have the same basic goals in mind – to improve the customer experience and reduce costs. But how can they go about achieving this? More specifically, how can they deliver a top-notch service experience that garners maximum revenue generation?

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Ask an Expert: Deploying Contact Center Efficiency Models to the Back Office

Ask an Expert: Deploying Contact Center Efficiency Models to the Back Office

Charles Watson, VP Planning and Operational Performance, UHG
March 20, 2013
Categories:
Back Office Workforce Optimization | NICE Interactions

While this may sound obvious on the surface, companies looking to apply contact center productivity tools to their back office challenges find that the key to their project’s success actually lies in applying principles, as well as tools, to the task at hand. In the back office, workload and arrival patterns aren’t as well defined as they are in the contact center. 

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