Make 2024 The Year You Commit To A Better Customer Experience With These Best Practices

As the new year gets underway, everyone is setting goals – both individually and as an organization. One area that businesses should think long and hard about is customer experience. 52% of customers would switch to a company’s competitor after just one bad experience. There’s no calculating the value of making a good first impression – and following through on it. A cloud-hosted business intelligence solution – like UNIVERGE BLUE ENGAGE – can provide a tremendous amount of insight into how a business communicates with its customers and turns those insights in action for managers and frontline employees.

Here are several best practices to follow if you want to transform your customer experience in 2024:

Use Sentiment Analysis To Better Understand How Your Customers Are Feeling

Every customer interaction presents an opportunity to understand how they feel about your business. If you want your customers to keep coming back – and bring new ones with them via referrals – then it’s critical to know when they’re excited about a new purchase or frustrated by recent poor service so you can address them accordingly. Your customer experience has implications for all aspects of your business, which is why you need a solution that has some form of sentiment analysis included. With sentiment analysis, you can help improve your entire organization:

Support – Customer support managers can input key phrases such as “cancel”. If it finds that key phrase, supervisors can establish rules that will assign the recorded conversation to a manager to see how front-line users handle the situation and can use that evaluator tool to give feedback.

Product – Product teams can input keywords or phrases, such as “broken” and “missing”. If the system finds those specific keywords, supervisors will be assigned to review the recording for further evaluation to identify opportunities for improvements, new products, or features.

Sales – Sales managers can search negative and positive conversations to identify best practices and coaching opportunities.

Marketing – Marketing can look at positive conversations to identify customers who could give a good review or testimonial.

Keep Your Frontline Employees Happy With Advanced Analytics and Reporting

It’s not just your customers you need to pay attention to. The old cliché still holds true today: good help is hard to find! Salesforce found that 65% of mobile workers feel the weight of customer expectations and 82% struggle to balance speed with quality of service. Employees want to know how they’re performing and what areas they need to improve upon. You need to be able to provide them with high quality performance data and analytics. The business intelligence solution you use should be able to clearly indicate these metrics – preferably in an intuitive, user friendly dashboard for individuals and the entire organization as a whole:

  • Time spent on customer service calls
  • Number of calls transferred
  • Number of calls handled
  • Average talk times
  • Abandoned calls

All of this information allows you to identify your strongest and weakest employees and reward or coach them accordingly. It also tells you whether shortcomings – or successes! – are happening on an individual basis or if the trends are occurring across the entire organization.

Generative AI Can Help Employees Save Time And Keep Customers Happy

If your organization wants to commit to providing superior customer experience, it needs to be able to record and retain notes on each customer interaction. Typically, this is done manually by frontline employees but new advances in Generative Artificial Intelligence (AI) allow these notes to be automatically transcribed in interaction summaries and saved for future use. This has incredible benefits for your business:

Better than manual call notes – The summary of the call is automatically generated, creating a timely and accurate account of the interaction saving the frontline user time and increasing accuracy.

Faster call answering – Completing call notes can take 5 to 10 minutes depending on the length and complexity of a customer interaction, but an automatically created summary of the interaction allows frontline employees to assist the next caller even faster.

Better coaching and training – Accurate, timely and summarized call notes allow supervisors more time for coaching without needing to sift through long call recording or call transcriptions.

Happier customers – Caller experience improves when frontline employees already know what was discussed the last time they called. A summary of the last interaction is presented to the frontline user along with the incoming call to help them engage deeper with the customer and solve their issue quicker.

A solution like UNIVERGE BLUE ENGAGE that combines sentiment analysis, analytics and reporting dashboards, and AI-generated interaction summaries is the perfect tool to help your business take its customer experience to the next level in 2024. You’ll know exactly how your customers are feeling – and how to approach them – and your employees will be grateful for the chance to perform better so the entire organization benefits.

If you are looking for a way to significantly improve your customer experience this year, consider switching to UNIVERGE BLUE. Contact one of our representatives today for more information!

Transforming Access and Attendance Management with NEC’s Advanced Biometrics

Introduction

The NEC Face Recognition Attendance System and Biometric Access Control System are organizational security and efficiency game changers. This chapter delves into how these innovative solutions by NEC, leveraging advanced facial recognition and biometric technology, are transforming how organizations handle time management and access control. The focus is enhancing security, streamlining operations, and ensuring hygienic, contactless interactions in various settings.

Enhanced Access and Time Management

NEC’s biometric technology simplifies managing employee attendance and controlling access to secure areas. Using state-of-the-art facial recognition software, these systems provide an efficient and accurate method for tracking employee presence and securing sensitive areas. This approach effectively addresses the limitations of traditional time-tracking and access control methods, ensuring a more streamlined and secure organizational operation.

Advanced Biometric Solutions for Varied Environments

NEC’s solutions find extensive applications across multiple environments, each with unique security and management needs. These systems offer tailored solutions that enhance efficiency and security, from corporate offices and educational institutions to healthcare facilities and government buildings. Integrating biometrics in these environments demonstrates the versatility and adaptability of NEC’s technology.

Application Of Biometrics and Digital ID

NEC’s systems utilize world-leading biometric technology to create a unique digital ID for everyone. This approach provides a foolproof method for verifying identities, enhancing security and operational efficiency. It eliminates the common pitfalls associated with manual tracking and traditional security systems, ensuring a seamless process for managing access and attendance.

How NEC’s Biometric Systems Work

  • Face Registration: Users are enrolled with a simple facial scan, creating a unique biometric profile.
  • Biometric Verification: The system instantly recognizes individuals based on their biometric profile, allowing for swift and secure access or attendance recording.
  • Real-Time Monitoring and Reporting: Administrators can track access and attendance in real-time, ensuring up-to-date information and insightful data for better workforce management.
  • Integration with Existing Infrastructure: These systems are designed to integrate seamlessly with existing IT and security setups, enhancing their functionality without disrupting established protocols.

Benefits of Using NEC’s Biometric Technology

NEC’s biometric solutions offer many advantages, making them a valuable addition to any organization.

  • Increased Accuracy and Security: Using biometric verification, these systems significantly reduce the risks of unauthorized access and time theft.
  • Operational Efficiency: Streamlining the attendance and access control processes improves overall operational productivity.
  • Health and Safety Compliance: The contactless nature of the technology makes it an ideal choice in the current health-conscious environment.
  • Customizable and Scalable: The modular design of NEC’s systems allows for customization and scalability, catering to the growing needs of diverse organizations.

Why Choose NEC’s Biometrics

NEC’s reputation as a leader in biometric technology is built on a foundation of precision, reliability, and continual innovation. With top marks in accuracy and speed, NEC’s solutions represent the forefront of biometric technology, offering a future-proof investment for organizations aiming to enhance their security and efficiency standards.

Connect with NEC

Embrace the future of organizational management with NEC’s biometric solutions. Contact us for a comprehensive consultation and discover how our technology can revolutionize your access control and attendance management systems, setting a new benchmark for security and efficiency in the digital age.

References/Resources

This series draws upon information from reputable sources, industry research, and the expertise of companies like NEC, a global leader in advanced biometric solutions and digital identity technologies. For readers seeking further exploration, we recommend visiting NEC’s website for insightful articles, case studies, and updates on the latest biometric authentication and digital IDs developments.

All Chapters –

On-Prem To The Cloud In A Day

A roadmap to an omnichannel contact center experience

A one-day cloud migration might sound unrealistic. Especially for something as fundamentally important as your contact center. But it isn’t.

We’re not talking about a rip and replace migration. More of a steady and phased in approach. Where your existing on-premises contact center is upgraded to an advanced on-prem omnichannel solution that puts an end to fragmented touchpoints allowing you to effortlessly connect with customers how they prefer.

On-Prem To The Cloud In A DayNEC and our alliance with T-Metrics – one of the only remaining on-prem or private cloud contact center providers available – makes this possible.

  • Modernize your existing infrastructure to an on-prem advanced omnichannel contact center solution your company needs for amazing customer experiences
  • Increase your call agent accessibility and responsiveness by effortlessly working across voice, web chat, email, video conferencing, social media and text interactions with a single and intuitive solution
  • Then when you’re ready – whether next month, next year or even further down the road – move your contact center to a private cloud experience and do it in a single day

It’s the control, safety and scalability you need for the best caller experiences possible.

  • Insight from 180+ pre-set reports, agent scorecards, sentiment analysis, post surveys and performance analytics keeps you informed and in total control
  • Being FedRAMP and StateRAMP authorized means you can be confident as we adhere to the demanding safety and security standards of both these programs
  • Being compatible with most UC voice infrastructure, you might not even have to change your existing tech stack

But most importantly … it’s contact center modernization totally on your own terms.

With NEC and T-Metrics, stay on-prem for as long as you want, have the robust omnichannel capabilities you need and your customers expect … and when or if the time comes move seamlessly to a private cloud with no loss in ability or service. And be up and running in a day.

Take a closer look at this highly flexible solution


Interested in seeing our solution in action?

Call us at 1-844-NEC-SAVE or use the form below to schedule a demo.

4 Steps To Take Now – If Not Ready For A Cloud Contact Center Just Yet

Moving to a cloud-based contact center is a significant decision. One that requires careful consideration and planning.

If you’re not prepared for such a change just yet, that’s fine. Stay on-premises. But there are things you should start doing now to elevate your on-prem capabilities and to ensure you’re ready for the cloud if or when the time comes.

  1. Conduct a thorough assessment of your existing infrastructure. With a comprehensive understanding of your current setup, you’ll have a firm grasp of what’s working and what’s not. From this you can prioritize a roadmap on how to improve your existing contact center performance and establish a clear path for future cloud adoption. Don’t have the resources or expertise? Keep reading. I have a solution for this.

  2. NETWORK CONNECTOptimize your on-prem contact center with a modernization strategy. By maximizing the capabilities of your current operations you can position your organization to deliver the best possible customer experiences, bridge service gaps and equip your agents and supervisors to be most responsive and productive. This – especially if you migrate to an omnichannel on-premises model like the one offered by NEC through its alliance with T-Metrics – will set a foundation for a smoother transition to the cloud when the time is right.

  3. Consider a hybrid approach by combining on-premises services with cloud alternatives. This will enable you to strategically leverage the benefits of the cloud selectively while maintaining control over your existing contact center experiences. This gradual introduction will better familiarize you with the capabilities and advantages cloud services offer and determine the best-fit solutions for your organization, its call agents and ultimately – and most importantly – your customers.

  4. Take advantage of third-party free assessment offers. They provide a unique opportunity for a fresh perspective, a deeper understanding of emerging technologies and alternative approaches to what already exists. It’s access to insight and expertise that might not be readily available in-house or go unnoticed during an internal evaluation. We offer such free assessments so reach out if interested.

While you may not be ready for the cloud at this moment, these steps will help ensure your contact center stays relevant. Plus keep it aligned with the needs of your business and the service expectations of your customers … while better preparing you for a cloud move if or when the time comes.


Whether on-premises, in the cloud or a prem-to-the-cloud experience, NEC can help. Learn about our full contact center capabilities.

Reach us directly at 1-844-NEC-SAVE or use the form below.

The Role of Advanced Analytics in Transportation

The transportation industry has faced significant challenges and disruptions over the last several years with COVID-19 followed by recording breaking passenger volumes.

At the forefront of this transformation is the role of Advanced Analytics. Our latest white paper explores how leveraging Identity Intelligence can revolutionize the transportation sector. By embracing scalable, service-oriented contracts and implementing automation and analytics driven by real-time data, businesses can enhance their operational efficiency and customer experience.

Get insight into various aspects of digital transformation in transportation that are scalable, cost-effective and create positive experiences for customers and employees alike.

Learn how digital wallets and decentralized identity solutions can empower consumers and enhance their travel experiences. With the ability to store essential documents, payment methods and verification credentials, digital wallets offer a seamless end-to-end journey for travelers.

Click here to download our whitepaper, "The Role of Identity Intelligence in Transportation Digital Transformation," to gain valuable insight into the transportation industry’s future. Discover how embracing digital technologies, automation, and identity intelligence can drive success in an increasingly tech-savvy culture and digitally connected world.

Get the latest information and stay ahead of the curve by following us on LinkedIn at www.linkedin.com/company/nec-corporation-of-america/.

Or, connect with one of our experts here to learn how to get started on your digital transformation.

Contact Us Today

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