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…
Today Verint announced its participation in four February conferences: The Insider’s Guide to Customer Experience Success February 11; Verint Webinar Series In the first of this three-part webinar series, Verint customer experience experts Brian…
Over the past decade or so, financial services companies have faced considerable challenges. From Wall Street scandals and tough economic conditions to rapidly increasing regulatory requirements, significant shifts in customer expectations, and more—times…
No matter your industry, this question is constant. How do you balance providing great customer service with using the skills of your workforce wisely? All organizations want to help ensure the right work gets done by the right people at the right time…
By David Moody
As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers…
By Verint Connect Member
Could you spend US $150,000 per second ? That’s the list price of a commercial during Super Bowl XLIX ($4.5M for a 30-second spot, just doing the math for you.) There is a lot of money at stake, not just for the network that broadcasts the game, but also…
By David Moody
Forrester recently published a report ( access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the…
By Hilda Blasius, Product Support Engineer
Did you know that Verint Enterprise Feedback Management (Version 7.1 and higher) supports customized branding? All you need to do is update the survey tag line that appears at the bottom of each page to insert a custom HTML for your brand—or simply…
By Paul Stockford, Chief Analyst, Saddletree Research
In the interest of full disclosure, let me make it clear up-front that I am a huge fan of surveys. Surveys are a big part of my work at Saddletree Research and are essential to the work I do with the National Association of Call Centers (NACC) at The…
By Verint Connect Member
Have you heard? Registration for Driving Innovation 2015 , the Verint Systems global customer conference, is open. That means it’s time to take advantage of early-bird registration discounts before they end on February 28. Purchase registrations for two…
By David Moody
A recent Forrester report 1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and…
Today Verint announced its participation in two January conferences: IQPC Customer Insight & Analytics Exchange: Utilising Big Data January 27-28; London, United Kingdom Verint’s Rachel Lane, Director, Voice of the Customer, EMEA, will lead a “think…
Are you part of a large global enterprise that—through numerous acquisitions—has acquired multiple disparate systems, organizational silos and different measurement metrics? Or, are you part of a smaller organization that afforded functional groups autonomy…
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