NICE Industry Experts to Host a Series of Webinars Discussing Best Practices for Shaping and Improving Customer Interactions

October 9, 2012 PDF Version

Webinars will present real case studies focusing on customer satisfaction and loyalty, and operational efficiency

 

RUTHERFORD, NEW JERSEY, October 9, 2012, NICE Systems today announced that its subject matter experts will share insights on impacting customer interactions during a series of weekly web events taking place from now until November 2012.

 

The webinars will examine the cross-channel customer journey, identifying opportunities to impact every customer interaction across multiple channels and touch points.  They will focus on how organizations can best prepare for the interaction and then shape the interaction in real time to achieve optimal results both for the customer and for the enterprise.

 

Discussions will include real case studies on improving customer satisfaction and loyalty, and bolstering operational efficiency. They will also draw attention to NICE’s industry-leading solutions and technologies designed to help businesses achieve this – such as the Voice of Customer, Workforce Optimization, Performance Management, and Real-Time Analytics applications.

 

Some of the web event highlights include:

 

October 11, 2012 - Big Data Meets VoC: Why VoC Should Be the 'Control Room' for Big Data Thinking

 

This discussion will focus on how leading organizations are leveraging the capture of customer attitude as part of their big data strategy. The session will also focus on what an enterprise can do with customer experience data and how this information is integral to improving the overall customer experience. By capturing the voice of the customer, an organization can analyze the customer journey from a cross-channel perspective, and then leverage it for predictive analytics.

 

October 17, 2012 – Coaching Effectiveness Best Practices

 

How does agent coaching affect and improve the cycle of preparing for, shaping, and improving customer interactions? This webinar will present a real case study and best practices for structuring and implementing coaching programs.

 

November 8, 2012 – Turning the Voice of the Financial Customers into Financial Gains

 

This session will discuss various case studies including: how an insurance company significantly reduced post-claim churn; how a consumer credit company leveraged feedback to improve service; and how a retail bank was able to focus on VIP customers in a creative way. The webinar will also review the tangible value these organizations achieved by listening to the real-time voice of their financial customers.

 

For more information and to register for the events in this series: http://www.nice.com/news-and-events/webinars

 

NICE’s Customer Interaction Management Offering enables organizations to impact the full lifecycle of every customer interaction by being well-prepared for each interaction, shaping the interaction in real time as it happens, and driving improvement across the enterprise for the next interaction. Driven by real-time, cross-channel analytics and Voice of the Customer insights, it offers targeted solutions for enhancing the customer experience, streamlining operational efficiency across the enterprise, improving employee performance, increasing service-to-sales revenue, and complying with policies and regulations. NICE Customer Interaction Management solutions, including on-premise and SaaS, are implemented by contact centers of all sizes, branches, retail stores, trading floors, and back office operations.

 

 

About NICE Systems

NICE is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video.  NICE’s solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. 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.

 

Corporate Media Contact

Erik Snider, +1 877 245 7448, erik.snider@nice.com

 

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are trademarks of their respective owners. For a full list of NICE Systems' marks, please see: http://www.nice.com/nice-trademarks.

 

Forward-Looking Statements

This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements are based on the current expectations of the management of NICE-Systems Ltd. (the Company) only, and are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) and the resulting uncertainties; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; pressure on pricing resulting from competition; and inability to maintain certain marketing and distribution arrangements. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.