Craig Pumfrey
Member Since: 6th Jul 2009
VP Marketing EMEA NICE Systems
12th Dec 2012
Do you master moments of truth by closing the customer feedback loop?
Owning the moment of truth isn’t just about how you perform at a given time on a given day, it is about creating a close-loop cycle, says...
Voice of the Customer
14th Nov 2011
Does your contact centre need a sat nav?
Imagine if a contact centre agent could be told the ideal route a call will take, and presented with the next best actions in real-time, so...
Contact centres
6th Jul 2009
How interaction analytics can improve customer service
Are you managing your customer relationships or do you have customers who feel their relationship is strictly one way? Craig Pumfrey...
Management