RA’ANANA, ISRAEL, October 8, 2013 – NICE Systems today announced that it will present best practices for implementing a successful Voice of the Customer (VoC) program at Frost & Sullivan’s annual Customer Contact West. The event takes place October 20-23, 2013 at the JW Marriott in Tucson, Arizona.
NICE’s Matthew Storm, Director of Innovations and Solutions,will lead an interactive session on how organizations can turn VoC feedback into action and ultimately drive customer behavior. His talk, “Customer Behavior: The Other Part of the VoC Equation,” will take place on October 21st at 2:50 p.m. It will include:
- Best practices for integrating customer feedback management with existing initiatives like quality management and speech analytics
- Tools for tapping into new feedback channels and collecting inferred feedback during customer interactions
- A case study examining how one leading organization is using a holistic Voice of the Customer program to drive actions that lead to measurable improvements in customer experience
“Customer needs and preferences can be ascertained not only from customer surveys, but also by examining customer behavior across the entire customer journey and by inferring additional context from customer interactions,” said Storm.“By gaining deeper voice of the customer insights, organizations can get closer to their customers and can take corrective actions that will enhance the customer experience.”
At the event, NICE will showcase its full portfolio of Enterprise solutions, including its Fizzback Customer Feedback solution.
About NICE Systems
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com.
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