Last week saw 1,500 NICE Systems customers descend on Nashville Tennessee to enjoy a week packed full of insights, success stories and entertainment in equal measure. Interactions 2012, which Andy introduced the week before, is the leading conference of its kind and generated real excitement within not just NICE Fizzback, but also our wider Voice of Customer offering. Interactions 2012 brought together leading industry experts from around the globe covering NICE Systems broad offerings including solutions for Call Recording, Workforce Management, Interaction Analytic and Back Office solutions to name but a few. But what did the event mean for both NICE Fizzback and the Voice of the Customer?
From our perspective the week allowed us to show off some of our industry leading solutions including social media analytics, multi-channel text and speech analytics capabilities and not forgetting the NICE Fizzback customer feedback solution. Customers who attended would have experienced the most complete Voice of Customer solution offering around, combining both direct and indirect feedback to paint an accurate and true picture of what the customer is saying and not saying about their experience with the brand.
The value of this combination is undoubtedly crucial for businesses to stay ahead of the competition, enabling a winning mix of increased customer satisfaction, loyalty and advocacy, the ability to accurately predict if a customer is at-risk, while also pro-actively recovering customers in real-time all while reducing operating costs.
We also had the opportunity to let customers see a real life success story; Karen Ingham from Virgin Media shared her NICE Fizzback experiences on the main stage, providing Virgin’s practical blueprint to creating a better customer experience. Karen demonstrated the breadth of value that NICE offers an organisation, impacting employees all the way from Director level through to the agent.
Perhaps one of the simplest but most powerful nuggets from Karen’s presentation was the belief that every employee within an organisation ultimately wants to do a good job – and it is the organisation’s responsibility to enable this to happen. And it is solutions like the ones that NICE offers that make this job easier.
I think I will sign off this blog with a couple of comments about Karen’s presentation;
“Nothing better than seeing real life use cases and hearing from the front line employees how it impacted them”
“Karen was great, amazing passion for customer service. Favorite case study was the Director”
So until next year, I already can’t wait!
Tom Lynam
For more info on NICE Fizzback please visit www.nice.com/fizzback