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| ARTICLES ON CONTACT CENTER LEGISLATION, OUTSOURCING, SPEECH TECHNOLOGY, TRAINING, QUALITY MONITORING |
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John Kaiser
VP Contact Centers and Enterprise Markets, NICE Systems
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John Kaiser, vice president of Contact Centers and Enterprise Markets for NICE Systems, has done a series of insightful articles and interviews (originally published and posted on Contactcenterworld.com). John comes to NICE Systems from Dictaphone CRS where he was VP of global marketing. He has over 30 years of consulting, marketing and senior management experience in the telecommunications and contact center industries. Browse John's articles and interviews below on contact center legislation, outsourcing, speech technology, training and quality monitoring.
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- Legislation: Regulations such as the "Do Not Call" law, Sarbanes Oxley, and HIPAA are causing organizations to take a second look at how to best manage compliance in the contact center. At risk are heavy fines, costly legal actions and your company's hard-earned brand equity. In this Q&A interview, John talks about what you can do to mitigate the risk and ensure your contact center is adhering to the letter of the law. Read more at www.contactcenterworld.com/static/ei/ei_%7bD2913A9E-A037-49B0-B014-2FABCA19B03F%7d.asp.
- Outsourcing: In today's global economy, outsourcing makes good economic sense, but it's not without potential pitfalls. Companies lose a direct connection with their customers and rely on the outsourcer to be the ambassador of their brand. Placing your customer relationships in the hands of an outsourcer requires a great deal of confidence. But that level of confidence may not come easy, especially if the outsourcer is situated half-way around the world. In this article, John shares some simple steps for cutting your overseas outsourcing risk and explores how remote quality management and monitoring technology can play a role in keeping outsourcers and clients connected to better serve the needs of customers. Read more at www.contactcenterworld.com/static/ar/ar_%7bAA00AAA0-E8D3-430D-8D20-B0470A585179%7d.asp.
- Speech Technology: John discusses the role of speech technologies in contact centers and where it's heading. It's no longer simply about automation and self-service. Advanced speech technologies are transforming the contact center, the hub of customer interactions, into the eyes and ears of the enterprise. Read more at www.contactcenterworld.com/static/ei/ei_%7b6F704ADF-A5C2-4D58-84F3-70F0F3B031BD%7d.asp
- Training: Optimizing agent performance is a top priority for most contact centers, and they recognize that ongoing, focused training and feedback is the best way to get there. Still, with supervisors consumed by the day-to-day tasks of managing a center, training and coaching can fall by the wayside. In this article, John talks about the challenges that contact centers face in training and coaching agents and why e-learning and integrated coaching solutions are the best remedy. Read more at www.contactcenterworld.com/static/ar/ar_%7b015D6A09-6AD1-4758-8B0D-E1246C4673D0%7d.asp
- Quality Monitoring: In this article, John discusses the common mistakes that contact centers make in implementing quality monitoring programs, and weighs the pros and cons of random versus 100% quality monitoring where contact centers can derive insight from all of their customer interactions. John also discusses how correlating agent evaluations to customer feedback can ensure that your contact center's view of quality is in synch with your customers' experience. Read more at www.contactcenterworld.com/static/ei/ei_%7b2790491A-513D-4E76-883E-70BF0844AC60%7d.asp
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