Voice Biometrics for Contact Center Customer Authentication – Review of NICE Sponsored paper by Opus
Tuesday, May 28, 2013 21:08 pm
Central Daylight Time (Chicago, GMT-05:00)
54 minutes
Today’s customer authentication methods are from another age.
A recent Opus Research report sponsored by NICE reveals insights into the value of multi-factor authentication and provided “key success factors” for implementing strong, context-aware authentication without burdening customers with passwords or answers to challenge questions.
Join NICE subject matter expert in this review of the research findings. We will:
Discuss the pain points of the current authentication process
Outline the key challenge of matching security versus convenience in end-customer authentication
Assess voice biometrics as a solution to this challenge
Outline the key success factors for employing voice biometrics based authentication in your contact center
Demonstrate how NICE Real Time Authentication meets all of the key success factors and more
All attendees will receive a copy of the Opus research: The Case for Passive, Voice-Based Authentication
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Saving the 9% - How Voice of the Customer can Get You Closer to Your Customers May 21, 2013
Saving the 9% - How Voice of the Customer can Get You Closer to Your Customers
Tuesday, May 21, 2013 09:42 am
Central Daylight Time (Chicago, GMT-05:00)
47 minutes
Retail banks are facing challenges to customer loyalty and retention today, more than in the past.
As it becomes easier for customers to switch banks and the use of alternative channels increases, it is more important than ever to listen to and understand the Voice of the customers. In doing so, and more importantly leveraging that Voice, Retail banks can rise above the competition, driving truer and longer lasting customer loyalty.
Join NICE in this webinar as we share best practices and real-life stories that can help Retail banks face these challenges and differentiate themselves by the experience they offer to their customers.
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Hosted by CRM Xchange - Leverage best practices to improve your quality assurance processes with interaction analytics May 16, 2013
NICE Presents Benchmark Survey Results: How Does Your Performance Management Program Stack Up?
Wednesday, May 15, 2013 09:31 am
Central Daylight Time (Chicago, GMT-05:00)
42 minutes
In March and April of 2013 NICE surveyed its customers and contacts to learn about their performance management practices. Now we’d like to share our findings with you—the trends, best practices and innovations that are shaping performance management, including how organizations like yours are:
Communicating goals, content and ideas to the frontline
Motivating employees with contests and incentives
Leveraging social technologies to connect people and ideas across shifts and sites
Understand how your efforts compare to your peers—measure your own performance. Attend the webinar and we will send you a copy of the Benchmark Report.
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Boost Back Office Productivity with Desktop Analytics May 9, 2013
Boost Back Office Productivity with Desktop Analytics
Thursday, May 09, 2013 09:47 am
Central Daylight Time (Chicago, GMT-05:00)
45 minutes
Are you frustrated by lack of performance of your back office processes, but aren’t sure what’s causing your issues?
The time wasters that are easy to uncover and address in the contact center are far less visible in your back office. But with the right approach and right tools, you can set reasonable productivity goals, eliminate some of the unplanned, non-productive time in your back office, and take your performance to the next level.
Join NICE subject matter expert in this best practices based webinar and discover how to achieve high performance in your back office organization.
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How to Optimize Sales and Increase the Value from Every Customer Interaction May 2, 2013
How to Optimize Sales and Increase the Value from Every Customer Interaction
Wednesday, May 01, 2013 21:00 pm
Central Daylight Time (Chicago, GMT-05:00)
26 minutes
Competing for customer attention and influencing buying behavior has become a real business challenge. Leading organizations utilize advanced solutions to engage with their customers and maximize their business. It’s becoming clearer that these sales efforts bring higher top line results when they don’t fall entirely on the sales team alone.
Join NICE subject matter expert for an overview of NICE’s approach to the enterprise-wide sales optimization paradigm and learn how to transform your service environment into a powerful revenue generating sales platform. This best practices webinar will answer questions such as: how to engage customers on their preferred channel, how to optimize every interaction in real time to increase sales, and how to drive organizational behavior and culture through performance analytics and incentive management.
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Customer Engagement Analytics Essentials May 1, 2013
Wednesday, May 01, 2013 06:50 am
Central Daylight Time (Chicago, GMT-05:00)
44 minutes
Enterprises are packed with an ever-growing pour of structured and unstructured data of all types, flowing from customer interactions across all channels, from different systems (such as CRM and Billing), and from customer feedback. Big data is an opportunity to make your contact center more agile, and make a substantial impact on performance, simply by the ability to answer questions that were previously considered beyond your reach:
How Tweets created each day may improve customer satisfaction and sentiment analysis?
How millions of daily recorded service calls may help you better understand the customer journey and predict churn faster?
How insights from customer interactions across all channels may help reduce call volume in the contact center?
And many more…
The key to significantly boosting contact center performance lies in the enterprise’s ability to capture, analyze and proactively act upon Big Data insights.
Join NICE expert in this engaging webinar as we review the essentials of Customer Engagement Analytics and the performance areas most affected by it.
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