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NICE Systems, the leading provider of Insight from Interactions
solutions and value-added services, recently sponsored the
"Insight for High Performance 2008" seminar at the Makati
Shangri-La Hotel, Makati City.
The seminar, entitled "Insight for High Performance",
featured key presentations from the business research and consulting
firm Frost and Sullivan's Shivaru Shukla and eTelecare Global
Solutions Inc.'s vice president, Rick Pusag. Pusag specifically
discussed best practices for improving overall business performance
by deploying advanced contact center solutions.
The seminar – targeted to CEOs, business executives, contact
center managers, sales and marketing executives, operations
executives, CIOs, CTOs, and technology strategists – was organized
to help enable attendees gain insights into how leading companies
tap the overall value of their contact centers, align people,
processes and technologies around business strategies and goals. The
organizers also hope that the attendees were able to learn how
companies optimize operational efficiencies and extract insights
from customer interactions to achieve better results.
"We are delighted that senior contact centre executive such as
eTelecare's Mr. Pusag took the time to speak at our seminar and
share with us how they are leveraging the latest contact center
technologies and solutions to address their organization's most
critical needs," said Doron Ben-Sira, President NICE APAC.
"Our seminar is all about empowering organizations and their
contact centers with the ability to drive performance, improve
operational efficiencies, and drive strategic initiatives – such
improving customer retention and marketing effectiveness," Ben-Sira
added.
Using NICE SmartCenter contact centers are able to gain a single
view of their business, improve efficiency, effectiveness and
quality of customer service, while better aligning their objectives
with the enterprise. Leveraging the synergies of the NICE
SmartCenter solutions, including liability recording, quality
management, interaction analytics, customer feedback, and workforce
and performance management, unified in open SOA-based (Service
Oriented Architecture) framework enables contact centers to improve
performance at three key levels – agent, operational, and
enterprise.
Furthermore, NICE SmartCenter provides offshore outsourcers a
competitive edge in ensuring the highest quality of service to their
clients' customers. Since the NICE solution is web-based,
outsourcers can enable their clients with cost and time efficient
capabilities in monitoring agent skills sets, e.g. courtesy and
communication skills, while improving the quality of service their
customers are receiving, without actually having to come to the
off-shore site.
-- Tech Times Online
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