| NICE Launches Next Generation NICE IEX Workforce Management Solution to Optimize Customer Dynamics
NICE Systems, a global provider of advanced solutions that enable enterprises to extract Insight from Interactions, introduced its next generation workforce management solution. NICE IEX Workforce Management Release 4, part of the NICE SmartCenter suite, delivering multi-dimensional visibility, multi-channel adherence, an open architecture, and expanded multiple language support, along with a new rich client and new personalization features.
Parature Announces Parature for Facebook
Parature, a provider of on-demand customer service software, announced Parature for Facebook, the industry's first customer service and support application on Facebook fan pages. Parature for Facebook will enable organizations to easily be where their customers are to engage in conversations -- that are going on with or without them -- and to deliver quality support directly from their company's Facebook fan page. From the moment that Parature for Facebook is installed, organizations can monitor their Facebook wall conversations, posts and comments in real time, gaining a whole new level of customer visibility and engagement. Parature customers can enable their fans to search their knowledgebase, submit tickets and chat with customer service agents directly from Facebook using Parature Customer Service software.
SupportIndustry.com Survey Finds Most Companies Recognize the Importance of Customer Loyalty but Vary on How They Measure it
SupportIndustry.com,an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topic of Effectively Measuring Customer Loyalty.
SupportIndustry.com surveyed its members - senior level service and support professionals - in April 2010 and nearly 50 people responded. Key findings include:
- 62% of participants reported that they do not measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals
- 87% of respondents reporting using the Customer Satisfaction Index as a key benchmark
- 62% of participants reported they measure response and resolution time by priority
- 77% of respondents reported they are able to easily route customer requests to the best available resource who can respond immediately
The full report is available for free to all SupportIndustry.com members. Visitors can also view and excerpt of the data at
More...
Are You Ready for Baby Boomers to Retire?
Business of all types need experienced high performing information technology (IT) personnel, with the skills necessary to meet both current and future mission requirements. IT Departments need to face the fact that in the America's and Europe there is a large "older" Information Technology workforce that is anticipating retirement. As the IT Baby Boomers retire, many of their replacements will come from a new, younger generation of workers that is first generation to have lifelong exposure to the Internet and do not know what COBOL is.
This generational shift will bring a variety of new dynamics to the general workplace and the IT field in particular. In order to manage effectively, managers will need to reconcile the distinct, and sometimes conflicting, expectations, needs, and life experiences of their workforce and to establish a context for success that allows the strengths of each generation to shine. Enterprises must be able to capture the knowledge of the current workforce while getting ready for the structural changes that will come from from both a changing workforce and rapidly evolving technology. This will present a wide-range challenges for CIOs and their replacements as they also retire.
The new workforce will be:
- More diverse, as measured by ethnicity, age, race, religion, family background, sexual orientation, geographic location and global connectivity, language ability, and disability
- Less immersed in work and desiring more work/life flexibility
- Technologically-savvy and having good collaboration skills
To manage this workforce, CIOs and HR departments need to develop managers with a broad level of self-engagement, who are good at personal interactions, able to provide the new workforce employees with "space" while still being able to achieve results, value employee career development, and recognize their achievements. Additionally, organizations need to ensure individuals have the proper workplace tools to succeed, with more flexible work processes. This, coupled with continuous methods for feedback and recognition, can foster high individual, workgroup and organizational performance.
More...
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White Paper: Tools and Technologies To Maximize Your Support Center's Potential
Companies understand they must deliver the best possible customer experience each time they get the opportunity and, further, leverage every opportunity to deepen customer relationships. Ultimately, delivering that experience depends on ready access to accurate customer data. It's a straightforward goal, but creating high-level customer visibility into customer data and making it accessible to relevant parties -- agents, partners, customers -- requires that support organizations surmount a number of inherent challenges.
Read the full white paper...
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| Keep Call Center Training Alive...Without the Budget
Contact center managers bear the responsibility for making sure agent training is consistent and up to date. Here's an article that will help you figure out how to do that with a tight budget and some guidelines for making training effective.
Ful Article...
Leading Outside the Lines
In every company, there are really two organizations at work: the formal and the informal. Businesspeople recognize the formal organization as that rational construct that runs on rules, operates through hierarchies and programs, and evaluates performance by the numbers. The informal organization, by contrast, is an agglomeration of all the human aspects of the company: the values, emotions, behaviors, myths, cultural norms, and uncharted networks. Organizations that sustain high performance over time have learned how to mobilize their informal organizations while maintaining and adding formal structures, each in sync with the other.
Full Article...
How to Put a Recruiter to Work for You
Technology hiring may be gradually gaining momentum, but many skilled IT professionals are still finding that jobs are hard to come by. By partnering with a specialized recruiter, you can improve your chances of securing a rewarding new position even before the recovery is in full swing.
Full Article...
7 CSR Behaviors on the Desktop that Could be Costing you Millions
A leading health provider with over 6,000 CSRs found that the underlying cause for wide variation in AHT among agents (a 45 second difference for certain call types) was the use of quick keys. Quick keys. The training of 'slow agents' on quick key usage resulted in a $3 million annualized savings. Monitoring and coaching against the desktop behaviors described in this article provide quick returns on coaching investments and support the identification of, and training on, best practices.
Full Article...
Bouncing Back
They say resilience is a boxer's best friend: As a fighter, you have to roll with the punches, and when you hit the mat, you need to bounce back. Even if you come out with bruises and some broken bones, staying on your feet and in the ring is a victory in itself. The same can be said for the business world -- especially in today's economy.
Full Article...
Scheduling Solutions Are Vital
You've heard of sophisticated enterprise scheduling solutions that can fully automate data-center processes and even provide complete end-to-end visibility over everything that is going on. Without adding a single headcount, a first-rate scheduling solution can vastly increase the efficiency of any technology department freeing up vital hours to spend on improving customer service.
Full Article...
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 How the Best Leaders Lead: Proven Secrets to Getting the Most Out of Yourself and Others
by Brian Tracy
In "How the Best Leaders Lead", Brian Tracy reveals the strategies used by top executives and business owners everywhere to achieve astounding results in difficult markets against determined competition. Readers will learn how to set clear goals and objectives for themselves and others, set priorities and focus on key tasks, solve problems faster and make better decisions, determine the ideal leadership style for any situation, motivate their people and develop an exciting future vision for their business.
For more information, or to order your copy...
More books can
be found in the RecognizeServiceExcellence.com Required Reading
section: http://www.recognizeserviceexcellence.com
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White Paper: Best Practices for Coaching Your Support Team to Handle Anything
This white paper provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in successfully "turning around" support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills -- both for how your agents respond to customers, and how you coach your team -- can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line.
Get the full white paper here!
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