Going down to London-town? Making a real-time impact at Call Centre & Customer Management Expo

Improvements to operational efficiency are typically judged on whether the initiative has sped up the average transaction time, but all too often a consequence of hitting this target is a drop in effectiveness. The truth is that efficiency and effectiveness should not be at odds with each other and can exist harmoniously. At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.

We’re having on hand our experts to show and share the power of our Real-time Process Optimization and Guidance solution, Real Time Voice of the Customer solution, which follows the pending acquisition of Fizzback, and a new quality management solution for small-to-medium sized contact centres..

We’re also be giving away goodies. All visitors to the stand will receive a new whitepaper entitled ‘Understanding the interaction journey: Customer experience in a multi-channel world’. The paper reveals the results of extensive research conducted by NICE Systems to understand communication channel preferences and usage amongst consumers in the UK, US and Australia.

We look forward to seeing you there!