Not surprisingly, governments today are challenged with juggling resources and demand. As you may have read in part one of this blog series , Contact Solutions recently commissioned the Governing Institute and the Center for Digital Government to survey…
Governments around the world are increasingly realizing the impact outdated technology and poor processes can have on citizen engagement and operational burdens.
By Verint Connect Member
Never before has the voice of the customer been more important—and surveys are at the core of our feedback efforts. They provide a great opportunity to discover what our customers think of what we do—and what their expectations are. Surveys offer the…
By Verint Connect Member
As you may have read in part one of this blog series , one of the primary objectives of the Customer Response Summit in Austin, Texas last month was to “identify best practices and discuss innovative ideas on how to serve customers through emerging channels…
By Verint Connect Member
As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of…
By Verint Connect Member
We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is already here and if you haven’t prepared your staff, then you will be left…
CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver…
By Verint Connect Member
Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough…
By Verint Connect Member
Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for…
By Brian Koma
When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within…
By Verint Connect Member
Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the conference was to “identify best practices and discuss innovative…
Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger…
By Verint Connect Member
Leadership support is needed for a customer experience program to succeed—we can all agree on that. The challenge is those executives live in the real world of organizational changes, competing priorities and shifting economic landscapes. In my last…
By Verint Connect Member
Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling into a company? But this capability and focus on quality has mostly been limited…
Robots seem to be everywhere these days—on the big screen in popular science fiction movies, in books and in toy stores, and also in a real way improving our workplaces and other aspects of our daily lives. Primitive robots were machines designed to…
By Verint Connect Member
Getting It Going In part one of this blog series , we shared some insights from our experiences about why executive sponsorship of a customer experience program is so important, the significance of executive support, getting employees onboard, and infrastructure…
By Verint Connect Member
As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community. In order to be successful, businesses need to engage their community members in a way that matches their business…
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