RA’ANANA, ISRAEL, April 11, 2013, NICE Systems today announced that it will be sharing best practices for using the full Voice of the Customer (VoC) to impact customer experience at Frost & Sullivan’s Executive MindXchange: the 9th Annual Customer Contact 2013, East. The event, taking place April 14-17 in Marco Island, Florida, will give executives the opportunity to network with peers, experts, and industry analysts, as well as showcase various business solutions.
Matthew Storm, Director of Innovation & Solutions at NICE, will moderate a Best Practices session titled “Customer Behavior: The Other Part of the VoC Equation,” on April 15 at 10:50 a.m.
“Harnessing the Voice of the Customer goes much further than just conducting surveys. Today’s full VoC initiatives should supplement acquired customer feedback with inferred context from the customer experience. This includes using analytics to understand the conversation, detect customer emotion, and track the entire customer journey across touch points,” said Storm. “NICE is helping organizations to take a holistic view of the VoC and then take action to directly impact customer behavior.”
The Best Practices session will center on a case study that shows how organizations are combining customer feedback management with existing initiatives, like quality management, and guiding customers on how to take corrective action and ultimately drive improvement. Attendees will receive tools and tips on how to tap into new feedback channels and collect inferred feedback from interactions.
The Frost & Sullivan MindXchange presents the latest industry trends and insights into what contact centers are doing to address business challenges. Six main tracks are covered: Voice of the Customer; It’s All About the Agents; Navigating Customer Contact Channels and Analytics; Achieving Operational Excellence; On the Move: Mobile Customer Contact; and Into the Cloud and Onto a Shore.
For additional details about the event, including the full agenda, click here.
About NICE Systems
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. 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.
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