Nice en Contact Center Telefónica

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Ponencia de Altitude en el evento organizado por Telefónica sobre Tendencias en Contact Center en Madrid el 22/05/2014 …

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

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  • 1. NICE Customer Interaction Management Portfolio Impacting Every Customer Interaction
  • 2. 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