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| Upcoming Webinars |
How to Make the Analog to IP Migration
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Louis A. Noriega, Chief, Information Systems, Port of Miami Mark S. Wilson, Vice President, Marketing, Infinova Dr. Bob Banerjee, Senior Director of Training and Development, NICE Systems’ Security Division |
18-03-2010 |
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| Recorded Webinars |
| Extending Workforce Management into Back Office Operations |
Back office operations are often out of sight, but to corporate management, they are rarely out of mind. For most corporations, back offices handle the communications and fulfillment activities that keep businesses running smoothly and efficiently. However, many companies lack the WFM tools and data collection capabilities to do effective WFM.
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Paul Leamon, Director of Product Marketing and Strategy, NICE Systems |
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| From Agent Performance to Business Optimization |
Quality management systems have evolved over the years resulting in increases in the efficiency and effectiveness of monitoring and managing agent performance. However, most contact centers today are still focusing on individual agent performance rather than on overall business performance.
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Aviad Abiri,VP Global Solutions, Design and Delivery, NICE Systems |
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| Optimize Collections Performance Using Interaction Analytics |
Join experts from NICE systems in this hour-long, online session as they present a case study of a large bank that leveraged the power of interaction analytics to:
• Improve compliance and minimize legal exposure
• Optimize average handle time
• Increase money collected per hour
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Aviad Abiri |
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| Skill-Based Routing and Multi-Skill Scheduling: Best Practices and Lessons Learned |
Learn from two of the industry experts and how they use today's technology to achieve best practices in the skills based routing and multiskill scheduling practices.
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Maggie Klenke, founding partner of The Call Center School |
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| How to Boost Operational Efficiency Through Workforce Management |
Labor represents two-third or more of total contact center operating costs, so it is vital to make the most of each and every scheduled agent. An operational efficiency strategy can help your contact center reduce costs on hourly and salaried labor, reduce operating expenses, cut your administrative workload, and reduce agent attrition.
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Keith Dawson, Principal Analyst, Frost & Sullivan; Paul Leamon, Product Marketing, NICE Systems |
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| Reliable and Affordable Call Recording for Small and Medium Organizations …Your Search is Over! |
During this webcast you will learn about a compliance recording solution specifically designed to meet the risk and compliance concerns of small contact centers and organizations with a distributed branch network, while also addressing the specific needs of these smaller scale shops: it can be quickly deployed with minimal maintenance requirements, while it meets a very low total cost of ownership (TCO).
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David Geffen, NICE Perform eXpress Product Marketing, NICE Systems |
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| The Next Generation of Quality Management: Bridging the Operations Strategy Gap |
Expanding quality management to focus on key business initiatives enables the organization to better drive strategic performance improvement. Business-oriented KPIs and dashboards, ongoing tracking of trends and correlation analysis provide a clear understanding of how successfully the quality management process supports the company’s strategic goals, such as customer satisfaction and retention, sales performance and cost optimization.
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The Next Generation of Quality Management: Bridging the Operations Strategy Gap |
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| How to Reduce Your Exposure to Risk while Improving Compliance |
In this session you will learn how you can leverage your existing voice recording implementation for a comprehensive risk and compliance solution.
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Trevor Barritt , Head of Compliance for Actimize Europe ; NICE Systems |
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| Slashing your TCO While Getting More out of your Recording Solution -- Strategies You Can't Ignore |
In this webinar, Elizabeth Herrell of Forrester Research will present highlights from her recent research on contact center trends for 2009. Elizabeth will also discuss the strategies you need to consider today to achieve greater efficiency and improve your customer’s experience in managing your contact centers
Brian Spraetz from NICE Systems will show how innovations in recording architecture can deliver substantial TCO reduction. You'll come away with a clear understanding of how specific system capabilities translate into operational cost savings.
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Brian Spraetz, product marketing manager, NICE Systems |
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| How to Use Interaction Analytics to Improve Customer Satisfaction and Predict Customer Churn |
By incorporating the voice of the customer into existing customer retention processes companies can create targeted retention efforts based on actual customer issues, significantly increasing customer satisfaction.
In this online session to learn how you can:
-Measure customer dissatisfaction
-Uncover root-causes for customer dissatisfaction
-Predict and reduce customer churn
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Aviad Abiri, VP Global Solutions, Design and Delivery, NICE Systems |
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| The At-Home Agent Advantage |
Contact centers around the globe are launching at-home-agent programs. If you think this type of initiative may not be right for you in the short term --- this informative webcast will change your mind!
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Rebecca Wise Girson |
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| Making the Grade |
Perhaps the biggest paradigm shift in campus security over the past decade is the simple realization that campus tragedy can strike anywhere. The best defense starts with the best campus security technology. This recorded web seminar covers the latest advances in campus security. In this webinar you will:
- Hear about today’s most pressing campus security concerns.
- Discover three ways to improve your campus security today.
- Learn how to put integrated access control and video surveillance to work in your campus
environment.
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Moti Shabtai, Executive VP, NiceVision, NICE Systems. Read Winkelman, Vice President of Sales, Colleges and Universities, The CBORD Group, Inc. |
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| The High Performance Casino and TGM |
For casinos, table games aren't just games of luck. They're big business - and how well you manage player development and comps can have a huge impact on your bottom line. In this pre-recorded webinar hosted by gaming and security expert Douglas Florence, you'll see how effective table game management can help your casino turn a winning profit.
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Douglas Florence, NICE Systems' Gaming Sector Director |
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| NICE Inform Webinar |
Is your organization still using old, outdated recording technology? Are you looking for a way to bring all of your multimedia – voice recordings, video, text, incident records and data – together? NICE Systems can help.
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Diamond Chaflawee is sector marketing director for Public Safety for NICE Systems, Inc. Patrick Kiernan is the Director of Marketing for NICE Systems, Inc. |
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| Managing the Complete Customer Experience with Multi Channel Interaction Analytics |
In recent years, organizations introduced new communication channels with customers. In the past, the phone was the main vehicle for customer interactions. But with the advent of the Internet, new customer touch points have emerged, such as email and online chat. Consequently, call centers evolve into contact centers, and a need arises to analyze interactions across all channels in order to measure and improve the complete customer experience. Join this webinar to Learn how you can use Interaction Analytics to manage end-to-end customer experience from the customer’s point of view, and compose a holistic view of your customer experience across the different communication channels.
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Aviad Abiri |
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| Get behind the wheel: Building a Roadmap to Next-Gen 911 |
There will undoubtedly be many twists and turns along the way to Next Gen 911. Don’t get left on the roadside. Instead, get behind the wheel. In this recorded webinar, NG 911 experts from NICE, PlantCML and Winbourne and Costas will show you what you need to do to start creating your own roadmap to Next Gen 911.
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Jeffrey A. Wittek, ENP, Vice President, Corporate Business Development, PlantCML Chris Wooten, President, Security Americas, NICE Systems Jeffrey P. Winbourne, ENP, PMP, President of Winbourne & Costas, Inc. |
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