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Craig Pumfrey
Member Since: 6th Jul 2009
Craig Pumfrey
VP Marketing EMEA NICE Systems
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7th Jul 2014

Dispelling The Myths Surrounding Voice Biometrics For Customer Authentication

With passwords continuing to attract widespread derision from consumers it seems that businesses are starting to listen to their customers...
Blog
24th Jun 2014

Are Your Agents Scoring Goals?

Whilst watching many World Cup matches and in particular the forensic post-game analysis it strikes me how misleading Key Performance...
Blog
21st May 2014

The Beautiful Gamification

The football season is finished but with England Manager, Roy Hodgson, just announcing the squad that will go to Brazil next month,...
Blog
12th May 2014

Why passwords are passé as part of the customer authentication process

For those of use working in customer service you could argue that we make the worst customers. Afterall, we are all too aware that things...
Blog
1st May 2014

Why Settle For ‘Average’ Handle Time When You Can Optimise?

Average isn’t something you want associated with your contact centre. Yet when it comes to talking about handle time it is a word that...
Blog
27th Mar 2014

It’s Not Enough to Have an App or Answer a Tweet to Deliver an Exceptional Customer Experience

Customers of financial services organisations have high expectations and a low tolerance of poor service. They want to interact and...
Blog
25th Mar 2014

Two Simple Ways WFM Can Improve the Customer Experience

Want to get the right person to answer the right call at the right time with the right solution for the customer? Here are a couple of...
Blog
21st Mar 2014

Carrying the Emotional Baggage of Being of Customer

We all know factors such as price hikes, competition, the economy and poor service can act as a trigger for losing customers, but what...
Blog

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