Presented By: Gadi Bashvitz, Head of Solution Marketing, NICE Enterprise Group 

 On Demand Date: July 2012 

High-performing businesses excel in so many areas: they outperform competitors, enjoy high customer satisfaction ratings, engage and retain employees, and realize bottom-line impact. The performance of your business improves when each individual performs at optimum levels and focuses on objectives that are aligned with your overall strategic goals. Clearly communicated expectations, timely and accessible feedback, and employee engagement are the keys to effective performance management.

This webcast explores ways to ensure high performance in the contact center.  We discuss:

--The decisive moments that can inspire great customer service

--Measures an organization should  put in place before, during, and after those decisive moments to delight their customers

--How to optimize your workforce so it is ready to handle these decisive moments

In this best practices session, we review some of the critical moments in which addressing customer issues in real-time, at the moment of interaction, can make a significant impact on customer loyalty, revenue generation and containment of operational costs.

About the Presenter:  

Gadi Bashvitz, Head of Solution Marketing, NICE Enterprise Group

Gadi is a recognized industry expert in the areas of Workforce Optimization, Performance Management and Incentive Compensation management with more than 15 years driving thought leadership and successful customer implementations across Contact Center and the entire Enterprise. Over the last decade Gadi has worked closely with organizations including: Sprint, Bank of America, T-Mobile USA, Telstra, Westpac, AT&T, Sun Trust, Nationwide and others to help them achieve significant business impact.