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Appointments are really the norm in most businesses today. From Apple ® stores 1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day…
CRM Magazine – Roundtable Webinar March 2; Webinar Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To…
By Verint Connect Member
In today’s market, the dramatic increase in consumer and business use of social networks, mobile devices and new digital technologies is driving the need for omnichannel customer engagement, including innovative new self-service applications. Forward…
By Paul Stockford, Chief Analyst, Saddletree Research
Can you spare five minutes of your time? I have an opportunity for you to make your voice heard. The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree…
By Brian Koma
It’s sometimes hard to really know how your customers feel about you. Your methods for listening to and measuring your customer feedback are key to getting this right. Let’s start with your approach. Is the perspective of your customer feedback program…
By Verint Connect Member
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer…
By Dave Capuano, Verint and Michael Southworth, Contact Solutions
Today, we’re pleased to announce Verint’s acquisition of Contact Solutions , a leading provider of cloud-based voice and mobile customer care solutions. Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less…
Today, it is all too easy for customers to switch to a competitor. More than ever, organizations need to balance the need to get the most from their operations while also equipping employees to offer the best possible customer experience—and thus be more…
By Verint Connect Member
Competition for customer loyalty is fierce today—organizations are looking for every advantage. One of them can be a strong community. I recently spoke with eWeek about the enhancements made to our Telligent Community solution, which include community…
By John Chmaj
Knowledge management (KM) is a well-accepted practice for organizations that want to develop and use their information assets as effectively as possible. What is often not as well understood is the ongoing effort and focus required to achieve the full…
Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well…
Web self-service is the most widely used communication channel for customer service, surpassing the use of the voice channel for the first time. 1 Not only is having a website in today’s marketplace a requirement, but your company’s website must also…
By Verint Connect Member
Desktop and Process Analytics have been around for a while now—this valuable tool set has a myriad of uses. And yet, many are narrowly focusing their use of it. We see many of our customers using the solution to solve three common problems: Stop…
Attendees at Engage 2016 , the Verint Systems Global Customer Conference, will be in for a special treat at the event in Chicago in late June. Molly Fletcher , referred to as the “female Jerry Maguire” by CNN, will deliver a keynote presentation on “Unleash…
destinationCRM.com Roundtable Webinar February 10; Webinar Verint’s Scott Hays, vice president, global solutions marketing, will present as part of a roundtable called “How to Meet Rising Customer Service Engagement Expectations” at 2 p.m. EST. It…
When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their…
By Verint Connect Member
Are you helping your organization drive toward the Next Big Thing? In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence…
By David Moody
Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy! 1. Digital First Software Rationalization 2015 was meant to be a year of optimism…
By Verint Connect Member
It’s a New Year and time to look at new ways to engage with your customers … new ways to connect users, exchange ideas, solve problems and share best practices. It’s also a great time to get to know your customers better. And why not start with a customer…
By Paul Stockford, Chief Analyst, Saddletree Research
Thrilled about her recent promotion, Andrea rewarded herself with a trip to Italy. She enjoyed Rome’s marvelous museums and cathedrals but her real fascination was shopping . While visiting the famous shops on Via Cola di Rienzo, she received an alert…
By Verint Connect Member
More than ever before, the lines between B2B and B2C are blurring when it comes to customer experience. I see this every day and recently wrote for Loyalty 360 that we’re all driven by the same emotional connection and engagement—both for personal consumption…
By David Moody
Almost a year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give it a grade (on…
By Verint Connect Member
Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more…
We’ve all learned about Charles Darwin’s studies on evolution, and heard examples of species that are now extinct because they didn’t learn how to adapt to environmental changes. The same lesson can be applied to branches (the species) in the context…
Forrester Research recently recognized Verint as a Leader in The Forrester Wave™: Customer Service Solutions for Enterprise Organizations , Q4 2015 report. Naturally, we’re pleased to be recognized for what we believe is our hard work in making the customer…