What is the divide between how we think we and others around us perform, and the reality of what we truly accomplish? In a webinar held on February 19, Debunking Employee Productivity Myths , Harvard Business School Professor Francesca Gino explained…
By David Moody
We live in a digital world where you can access information and complete tasks online whenever and wherever you want. We’ve all gone online to do some shopping, download music or stream our favorite TV shows. The good news is that government and public…
I was recently listening to a customer explain how they developed their processing time standards for their back-office employees. He made a very interesting point: “Why would you want to manage to the average?” In the rest of our lives, would we be happy…
By Verint Connect Member
Have you ever heard of the Broken Window theory? I describe it in my recent Loyalty 360 article called “Eliminating the “Graffiti” in Your Customer Experience Program.” The theory asserts that an environment’s condition leads people to hold and act on…
By Paul Stockford, Chief Analyst, Saddletree Research
Leaves are turning green; lawns are springing back to life, flowers blooming. This can mean only one thing--contact center industry awards season! This is our Oscars, our time to shine, our opportunity to recognize and congratulate ourselves for doing…
By Verint Connect Member
Keeping customers satisfied is growing more important every day. Today’s on-the-go customers are connected almost around the clock—via multiple channels—to their preferred companies and brands. Organizations must rapidly shift their strategies to keep…
It’s time to look ahead to see what 2015 has in store for the world of customer service. Here is what I foresee happening this year. Service is the new marketing. This has never been truer than now and will accelerate in 2015. It is critical for an…
With today’s housing market being significantly driven by government regulations, mortgage operations executives are consistently challenged with finding the right balance between “the 3 Cs:” Customer Experience, Compliance & Capacity. Customer Experience…
By Verint Connect Member
Great news! Verint has extended the early bird registration for Engage 2015 , its annual customer conference, to March 13. You have one more week to get the special rate of US$595. In addition, if you purchase registrations for two people from the same…
CC/CRM Tokyo Follow-up Seminar March 5; Tokyo, Japan Verint’s Daniel Ziv, vice president, voice of the customer analytics, and Daisuke Tomomatsu, application consultant, will discuss optimizing customer engagement with analytics for the next generation…
By Verint Connect Member
In a blog post last week titled The Role of People in the Digital World , Verint's Steven Thurlow, vice president and global practice leader, engagement management, discussed how companies and organizations have adapted to a digital world, allowing customers…
By Paul Stockford, Chief Analyst, Saddletree Research
During the Great Depression of last century, “Brother, can you spare a dime” became a commonly heard phrase in the U.S., and eventually went on to become the title of a song written in 1930 and famously recorded by Bing Crosby, Al Jolson and Rudy Vallee…
We’ve all seen it, whether in a restaurant, on a train or bus, or at just about any public location. People are spending time interacting with their smartphone, tablet or other digital device. We live in a digital world where you can access information…
By David Moody
Now that I’ve graded my performance on my predictions for government and public sector customer service in 2014, it’s time for my Top 5 predictions for 2015. Enjoy! 1. Customer experience becomes strategic for government Government and public sector…
A customer engagement strategy is rapidly turning into a must-have. Recently Verint’s Ryan Hollenbeck, senior vice president, marketing, spoke with John Ragsdale of TSIA (Technology Services Industry Association) about how more and more B2B companies…
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA ® , A Verint ® Company (the summary of early findings is here ), I’d like to explore the…
By Daniel Ziv
Have you ever had a phone call with a contact center where it felt as if no one understood you were the customer? Perhaps you spoke to multiple customer service agents who were unable to effectively address your issue? In this day and age of the customer…
By David Moody
You may remember that I made some predictions for what would take place in government and public sector customer service in 2014. Now that we have moved into 2015, it’s time to take a look at how I did with my predictions. I’ll review each prediction…
By Verint Connect Member
Ahhh, holidays. I use that word in both senses: a break from regular working life usually spent with friends and family that often involves travel—and the traditional celebrations occurring near the end of the calendar year. They are both often full of…
Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA ® , A Verint ® Company (read the summary and the previous entry on social , and watch this blog for…
By Ryan Zuk
Most organizations today want to demonstrate that their dollars are buying valuable solutions and services. Budgets are scrutinized; complex issues abound—and results are usually demanded quickly. Therefore, more than ever, choosing a business partner…
The Insider’s Guide to Customer Experience Success February 17; Verint Webinar Series Interested in customer experience success but not sure where to start? In the first of this three-part webinar series, Verint customer experience experts Brian Koma…
By Verint Connect Member
According to the December 2014 blog post Framing the House of Customer Engagement Optimization by Verint’s Scott Hays, vice president, global solutions marketing, a complete customer optimization strategy requires enriched customer interactions, improved…
The quality of work in your back office can heavily influence the quality of work life for your front-line contact center agents. Your agents may be receiving customer calls that could likely be avoided altogether if back-office inefficiencies were addressed…
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA ® , A Verint ® Company, continue to generously sponsor. Truth be told, it took a little longer than…
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