To subscribe to this blog and receive notifications when new articles are posted, click the notifications button below.
By Verint Connect Member
In part one of this blog series I detailed two of the reasons why your customers need a customer service community: Self-service is becoming the preferred way to resolve product problems Customer communities are no longer “nice to have,” but an…
By Verint Connect Member
I’ve written many times about how the back-office support functions have lacked the tools and data accessible to their contact center or front-office counterparts. Fortunately, with the emergence of back-office workforce optimization solutions ( view…
Summer School August 2-25; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve customer and employee engagement. Attendees will learn how customers’ behavior, needs and expectations are driving…
By Verint Connect Member
Plateaus are beautiful in nature and elicit “oohs” and “aahs” from those who view them. In contrast, plateaus viewed in customer satisfaction bar charts conjure up silence or at best a deep “hmmm” from disappointed executives. Have you ever been there…
By Verint Connect Member
While simple in theory, great customer service is incredibly difficult to master. But when mastered, customer service is a significant differentiator. There are many examples of companies that have used great customer service as a differentiator—San…
By Paul Stockford, Chief Analyst, Saddletree Research
Like the urban legends that lurk ceaselessly on the Internet, every industry has its own share of myths that seem to take on a life of their own. Even in the contact center industry we have our share of myths, misunderstandings and mix-ups. Unfortunately…
Robots are not new—they have fascinated people old and young for a long time. However, more and more they are not just characters in science fiction movies and TV shows—they are being used to get work done in operational and customer service areas of…
By Iain Daws
In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in…
By Paul Stockford, Chief Analyst, Saddletree Research
“Dragnet” was a popular 1950s era detective television series starring Jack Webb as the stone-faced Sergeant Joe Friday. When interviewing witnesses Sergeant Friday always prefaced his questions with “Just the facts, ma’am.” Joe needed to get to the bottom…
By Verint Connect Member
Did you know contact centers are becoming an increasing part of the online fraud life cycle? Since the rollout of “chip-and-pin” cards, fraudsters are devoting more time to online card not present (CNP) attacks. This includes exploiting the contact center…
By Iain Daws
Winston Churchill, whose words are quoted above, clearly knew a thing or two about what it takes to be successful in public service. The business of delivering public services is beset with constant challenges—shifting political, economic and demographic…
By Verint Connect Member
As Ryan Hollenbeck mentioned in his July 7 blog , Verint recently hosted the Engage 2016 customer conference for more than 1,200 attendees from over 15 countries. Conference sessions included keynotes, panels, breakout sessions, and other interactive…
By Verint Connect Member
What a week we had in Chicago at our customer conference last week! And that followed a stellar Engage global kick-off event in Sydney in May. I’m always thrilled to visit with our customers to see how they are using Verint solutions to enrich their…
Engage: Verint Global Customer Conference July 8; Tokyo, Japan Verint’s Kristyn Emenecker, global vice president, product strategy group, will keynote the Asia Pacific Engage customer conference to discuss 2016 key trends in customer behavior and…
Numerous customer and partner activities continued this week in Chicago during the Verint Engage 2016 Global Customer Conference at the Hilton Chicago. Click here for a look back at how the event opened. After an action-packed start, attendees moved…
The 2016 Engage Global Customer Conference in Chicago is underway! We’re delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent and Contact Solutions. More than 1,200 attendees…
What did more than 2,000 American consumers tell us 1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33%…
By John Chmaj
We see one thing all too often in the world of knowledge management (KM). Many services organizations aspiring to KM excellence do not put enough focus and effort around the specific capabilities and relationships KM needs to evolve. A clear understanding…
By Verint Connect Member
Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet. While selfies are a form of self-expression, they also indicate…
By Verint Connect Member
While many enterprises may have secured and locked down their online channels quite effectively, many have not addressed the vulnerability of the phone channel to fraud. Don’t be a sitting duck! Voice biometrics can help you detect fraudsters and verify…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, has spent 20 years helping Verint focus on the best ways to serve its customers—and thus help successful companies around the world best serve their customers. Sheri Greenhaus, managing…
Self-service is quickly emerging as the preferred customer service channel for many consumers. However, offering the human touch by phone is still critical in many service scenarios. It’s evident that both emerging and traditional channels are required…
We’re less than two weeks away from the annual Verint Global Customer Conference ! Advance registration closes Wednesday, June 15—so you have just a few more hours to register at the standard rate. Onsite registration will also be available. Verint…
Every organization that wants to stay competitive needs customer insights—how do they want to do business, and what does it take to earn their long-term loyalty? The answers heavily depend on the (actual) voice of the customer. More than ever before…
By Verint Connect Member
In part one of this two-part blog series I identified three of the ways the customer contact center can benefit from online communities. In part two we’ll conclude with two other benefits. 4. They provide early warning signals Because online communities…