Globe Enhances Customer Experience by Giving Customers a Real Voice with NICE Solution

Wazzup Pilipinas!

Adopting NICE Total Voice of the Customer, Globe anchors its customer experience decisions in real-world data, collected and analyzed when it counts

NICE announced that Globe Telecom, the leading mobile brand in the Philippines, is the first telecommunications company in the nation to implement the NICE Total Voice of the Customer (TVOC) solution. Globe, which made customer satisfaction a keystone of its revitalized corporate strategy, has steadily improved on its customer experience capabilities.

Deployed across seven of the company’s customer-facing touchpoints (including the contact center, retail centers, self- service points, outbound calls, and more), NICE TVOC combines instant solicited feedback with sophisticated interaction analytics for deep insight into the drivers of customer satisfaction. This improved visibility into the customer journey has given Globe the ability to take immediate action for recovery, when necessary, as well as to identify best practices to be shared with all service representatives.

As part of the company’s strategy of putting the customer first, insights from the TVOC solution are being used to bring company services in line with customer expectations. TVOC is the latest addition to the portfolio of NICE enterprise solutions Globe has implemented for comprehensive and effective service, including applications for workforce management, interaction analytics and quality optimization.

NICE is the worldwide leading provider of enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE solutions help the world’s largest organizations deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions.


Rebecca Eclipse, Chief Customer Experience Officer at Globe Telecom

“Globe chose to partner with NICE as part of our commitment to provide superior customer experience. Seeing that telco is a very dynamic space to be in, it is important for us get as much insight as we can about our customers so we can engage them at their ‘moment of truth’ and deliver real impact. Eventually, this will be our competitive edge, as we can quickly identify opportunities to better serve our customers and immediately take action.”



Raghav Sahgal, President, NICE APAC

“We are proud to be partnering with Globe Telecom as it continues its journey to creating a perfect customer experience. Using the NICE Total Voice of the Customer solution, Globe is on a strong path to bolstering its engagement with both employees and customers in order to improve its customer experience leadership and achieve significant business impact.”

PJMA Proudly Presents Ezel: Discovering Marketing wonders

Wazzup Pilipinas!

Stumble into the rabbit hole once again with the Philippine Junior Marketing Association as we bring you the most whimsical and wondrous General Assembly of the year,

EZEL: DISCOVERING MARKETING WONDERS

Release your inner madness and take part in a gathering of exceptional marketing students at The Yuchengco Auditorium of the De La Salle University on October 02, 2016 from 12:00NN to 5:00PM.

All member schools are entitled for FREE ADMISSION!

Sip into your favorite tea and be part of an adventure as we wander through the land of marketing wonders!

The Red Queen Awaits, Junior Marketers!

For inquiries, please contact Mr. Illac Aragon at 0936 209 6067 or email him at pjma.iparagon@gmail.com



#GeneralAssembly1617 #MarketingWonders

Should Blogs Be Trusted?: When Bloggers Are Questioned of Their Credibility

Wazzup Pilipinas!

"Do you trust blogs?"

The answer to the question has evolved and now depends on how a blogger perceives the meaning of a "blog" and why he or she blogs.

Many have also accepted sponsored or organized events that some people may think a blogger would be less critical of his opinions or reviews because of "utang na loob" and the fear of being banned or blacklisted if he or she would be mean in his or her blog article.

Some would even say that those who ask for payment or any form of compensation are even less trustworthy since we cannot expect them to be fair and they could not help to be biased.

But some would also disagree since blogging has become a very powerful promotional tool for information dissemination and awareness, if a company or brand would ask for our help in spreading the news or stories about their product or service, that is already considered like hiring or recruiting for a service.

Thus bloggers, if cannot be fairly or equally compensated, deserve at least something for their efforts, and even more if there is a request for an extensive brand campaign that is beyond a blogger's usual task.

Also, when some people try to implement a set of standards and ethics, there would be those who would ridicule others if they differ in style or ways in blogging. Bloggers get bullied if they seem to go beyond what's natural. The sad part is some "uzi" bloggers would even fan the flames instead of working on reconciling and healing the wounds.

People forget the fact that blogs were originally a personal journal thus it should be uniquely our own, and no one should dictate on how we should run our blogs.

If we decide to make it financially rewarding through any means possible, should we be criticized for wanting this bonus to our hobby or past time? Should we care if others seem to be wrongly motivated, or with questionable intentions? Could we really identify who is harming the blogging community? Should we believe the seemingly self-righteous who police our ranks? or are they the real ones who shame the community by exaggerating on their accusations against fellow bloggers?

Most bloggers also don't have any formal training or education on blogging for there isn't any industry-accepted "blogging course" unlike most journalists who have degrees to boast of. Thus, many bloggers write with their own personal style in mind, and equipped only by their own knowledge or expertise, or also the lack of both. They would have been differently influenced, and have their own personal motivations on why they blog. Should we look down on them if they fail in grammar or sentence construction? Should we laugh at them if they seem to know nothing of the topic? Should we rant against them if they do something we feel is unethical or obnoxiously insensitive?

However, many would tend to blend or adapt to conform to the norm or become neutral to avoid conflicts, those who try to go against the status quo are seen as weird, crazy or a trouble-maker. Some would ignore or never interfere. I praise those who try to mediate and understand both sides.

Bloggers are influencers. Our readers get information and ideas from our blogs. Whatever we write there would somehow affect our readers directly or indirectly, thus it becomes a driving force in making decisions, whether critical or leisurely. We owe our readers the truth, but we cannot become fully truthful since our own personal desires, point of views, knowledge, emotional quotient and needs (may it be financial, social, or just the search for adventure or adrenaline rush) hinder our perception.

So should you trust blogs?

There is no absolute answer. Just keep in mind that there should never be any regrets for whatever decision we make. If we got influenced by a blog even though he has written an accurate, truthful and unbiased ---- or erroneous, fabricated and deceitful write-up, we should never blame the blogger for he is also not immune to making mistakes and wrong choices in life.

*Photo credit to beautyeditor.ca (minor modification done on image)