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  • Top 5 Predictions for Government and Public Sector Customer Service Part 1: 2014 in Review

    By 

    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…

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  • Vacation Heck and the Customer Experience

    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…

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  • The Emergence of Mobile Customer Service

    By 

    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…

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  • Ventana Research Gives Verint Top Honors in 2015 Value Index for WFO

    By 

    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…

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  • Don’t Miss These Two February Verint Webinars

    By 

    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…

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  • How Customers Help Drive Engagement and Loyalty

    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…

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  • Customer Dissatisfaction Often Begins in the Back Office

    By 

    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…

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  • Channel Adoption and Usage Study in Customer Service: Third Year

    By 

    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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  • Verint Speakers Featured in February

    By 

    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…

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  • Will Technology Fulfill Its Potential to Reshape Today’s Banks?

    By 

    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…

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  • Verint Announces Availability of Work Allocation Manager

    By 

    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…

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  • Government CX Demands a Chief Digital Officer

    By 

    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…

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  • It’s “GAME ON!” for Better Customer Engagement

    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…

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  • What Is Government Customer Experience?

    By 

    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…

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  • Tech Tip: Removing or Changing the Survey Tag Line in Enterprise Feedback Management

    By 

    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…

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  • 2015: The Year of the Customer Survey

    By 

    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…

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  • Take Advantage of Early-Bird Discounts for Driving Innovation 2015

    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…

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  • U.S. Government’s Digital CX Seeds Ready to Bear Fruit

    By 

    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…

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  • Verint Speakers Featured in January

    By 

    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…

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  • Breaking Down Operational Silos

    By 

    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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  • The Next Chapter of Employee Engagement

    By 

    More than ever before, the traditional workplace is evolving to accommodate the changing expectations of today’s employees and customers. From the arrangement of the workplace itself to the skills people possess to creatively meeting consumer demands…

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  • Verint Wishes Everyone Happy Holidays!

    By 

    At Verint, we appreciate our customers and partners and wish everyone safe and restful holidays. We look forward to a great 2015!

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  • Coming Together at Driving Innovation 2015

    By  Verint Connect Member

    Coming together is what Driving Innovation 2015, the Verint Systems Global Customer Conference, is all about. Registration is now open , so be sure to take advantage of early-bird registration discounts! It’s about Verint and KANA coming together to…

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  • Keep It Simple, Survey (Author)!

    By  Verint Connect Member

    In my last post I emphasized the need to prevent getting “journey-jammed,” focusing too much on a goal too large to handle all at once. Here I’d like to comment on the tactical resolution to getting good, viable data from each journey. First, don’t…

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  • Webinar: Super-Charge Your Customer Engagement Strategy

    By  Verint Connect Member

    Many organizations are facing increasing customer demands for higher quality of service, personalized engagement, and an easy, integrated way of doing business. Are you? If so, we invite you to learn more about an Engagement Management offering that can…

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