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Recorded Webinars
- Leveraging Customer Interactions to Enhance Data-Driven Business Decisions with NICE Interaction Analytics
In today’s business world, it is imperative to make decisions based on quantitative, accurate data. Integrating a multi-dimensional view of customer interactions, can help optimize call center performance and enable a thorough understanding of main business drivers and inhibitors, customer preferences as well as the competition. NICE Interaction Analytics enables analysis of 100% of customer interactions in a cost-effective manner while leveraging interactions to proactively identify trends, anticipate opportunities and adjust processes to meet business objectives.
The webinar highlights how you can leverage NICE’s Interaction Analytics to meet key business objectives. Topics to be discussed include the solution’s multi-dimensional analytics as well as customer case studies and best practices for:
- Increase operational efficiency
- Improve customer loyalty and retention
- Enhance sales and marketing effectiveness
Please Click Here to Download The Leveraging Customer Interactions Webinar
- Keeping Your Customers: Predicting Customer Churn with Interaction Analytics
We've heard it many times before. Replacing customers costs much more than keeping them. Then why is customer churn still a major hit to the bottom line of most companies? One reason is that our customers usually don't tell us they are leaving until it's too late - at least they don't tell us directly.
There are many indirect indications waiting to be found in your customer interactions that a customer is likely to leave. Traditionally, businesses have relied only on transactional data to identify at-risk customers. A new approach using interaction analytics, offers the promise to greatly improve the timeliness and accuracy of predictions.
This Webcast highlights the experiences of Orange, a major telecommunications provider, in using interaction analytics to reduce customer churn and deliver other benefits to their operation. In this session you will:
- Learn how interaction analytics derives business intelligence from customer interactions
- See the improvements in prediction accuracy by combining interaction and transaction analytics
- Understand how Orange used these insights to achieve operational improvements
- Explore other ways interaction analytics can benefit your business
Please click here to download the Predicting Customer Churn webinar
- The High Performance Webinar Series
Driving Performance at the Employee Level
The High Performance Webinar series presents a new way of integrating technologies and processes to manage and direct performance both within the contact center and without. Each session in the series focuses on the key issues in driving performance at one of three main performance levels – employee, operational and enterprise.
In this session we examine how performance management technology assists organizations in managing employees. Aligning individual goals with those of the organization and providing visibility into their current performance helps employees achieve their goals – and the goals of the business.
Join subject matter experts from Performix Solutions, from NICE Systems, and learn how to:
- Link strategic business priorities to employee behavior
- Automate processes to improve efficiency and effectiveness
- Empower employees to self-manage their own performance
- Provide management needed information to improve decision-making
Please click here to Download The High Performance Webinar Series
- The High Performance Contact Center Webinar Series
Achieving and maintaining a high level of performance is no longer an option in today’s ultra-competitive, information-driven business world. The contact center organization is uniquely poised to play a key role in helping the enterprise succeed in this new environment. To accomplish this, the contact center must transform itself into a high performance operation. One that exhibits exceptional levels of internal performance, while providing vital insights to guide decisions and actions at all levels of the business.
This session examines the issues surrounding organizational performance in today’s complex business environment. Looking at performance at three levels – employee, operational and enterprise – we learn how they interrelate and the keys to successfully managing performance at each level and overall.
Please click here to Download The High Performance Contact Center Webinar Series
- Making a Successful Transition to VoIP Recording
It is no longer a question of “if” the switch to VoIP will occur in the contact center, it is a matter of “when” – and it is likely to occur sooner, rather than later.
Voice recording capabilities, crucial to the success of today’s center, must be maintained at the same level of functionality and reliability in the VoIP environment as exists in the traditional telephony environment. Fully understanding VoIP technology can be difficult given the many associated acronyms, buzz-words and differing vendor approaches.
The impact of different architectures and approaches can have a profound impact on recording system performance and reliability. To ensure a successful transition, it is important that contact center managers understand the key issues and trade-offs relating to recording in the VoIP environment.
In this session we will:
- Explore the key differences between traditional and VoIP telephony environments
- Look at the potential benefits VoIP recording provides
- Examine the pros and cons of different VoIP recording choices
- Discuss important issues to be considered during migration planning
Please Click Here to Download The Transition to VoIP recording webinar
- "The Power to Know®" with Customer Interactions" Presented September 2005
Interaction analytics is a perfect complement to today's advanced business intelligence (BI) solutions that analyze transactional and CRM information. Interaction analytics coupled with BI solutions can provide the voice of the customer - the "direct line" to what they are saying today. Now you can understand "why it happened" which improves your ability to determine "what will happen".
Please Click Here to Download The Interaction Analytics webinar
- Precision Monitoring – A New Trend in Quality Management
In today's competitive marketplace, contact center managers constantly struggle to track, understand & manage performance. Although an automated monitoring program goes a long way to improve contact center performance, many have found that assessing agent performance based on a random sample of calls lacks the precision necessary to manage specific agent skills, or to conduct analysis of larger business issues.
This session presents a new trend in quality management – precision monitoring – where recorded calls are selected for evaluation based on the information they contain. Join this session to:
- Learn how precision monitoring augments traditional quality monitoring and compliance recording processes
- Understand the technological advances that have made precision monitoring a possibility.
- Explore case studies of successful precision monitoring examples.
Use the link below to view an On-Demand recording of this Webinar session.
Please Click Here to Download The Precision Monitoring webinar
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