nice en contact center telefónica
Post on 12-Jun-2015
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Ponencia de Altitude en el evento organizado por Telefónica sobre Tendencias en Contact Center en Madrid el 22/05/2014 Más información sobre el servicio Contact Center de Telefónica en http://bit.ly/Ut3TPR
TRANSCRIPT
NICE Customer Interaction
Management Portfolio
Impacting Every Customer Interaction
2
Workforce Optimization
Staffing & Scheduling
Performance Management
Best Practices
Skills Management
Incentives Management
Customer Intelligence
Cross-Channel Journey
Predictive Care
Social Feed & Influence
Previous Activities
Voice Biometrics & Fraud
Prevention
Real-time Analytics
Real-time Decisioning
Real-time Guidance &
Automation
Voice of the Customer
Surveys, Analytics, Social
Post-Interaction Analysis
Big Data Analytics
Root-cause Investigation
Employee Voice
Corrective Actions Coaching
Rewards
Guidance Scripts
Cross-enterprise Workflows
SHAPE the
Interaction
Continuously
IMPROVE PREPARE for
the Interaction
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