By Verint Connect Member
As I discussed in last month’s blog Creating a Customer-Centric Culture , the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce…
By Verint Connect Member
Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels…
By Verint Connect Member
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching…
By John Chmaj
Have customer service issues become more complex in your organization? Has the rise in self-service meant that only the most challenging questions enter your contact center? Have these challenges led to long calls and inconsistent results? Knowledge…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Blair Pleasant of UCStrategies about the role actionable intelligence and customer engagement optimization play in creating loyal, long-term customers.
By Verint Connect Member
Success with today’s customers requires a great customer experience. And creating a great customer experience requires funding—which requires a strong business case. That should be simple enough, right? You spend some time masterfully outlining how…
By Verint Connect Member
Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer…
By David Moody
One of the keys to optimizing government digital transformation strategies is being able to identify individuals online so they can access services conveniently and securely. In my blog, Deliver More Economic Benefits by Getting Secure Online Transactions…
If asked if it was better to automate processes rather than perform them manually, most would respond with a resounding, “Yes!” Robotic Process Automation enables organizations to use software robots to complete repetitive, time-consuming work to significantly…
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…
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