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Brother, Can You Spare 4 Minutes?

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. The song talks about the struggles of the depression […]

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The Role of People in the Digital World

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 online whenever and wherever you want. Companies and organizations have adapted […]

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Customer Service Trends for 2015

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 organization to sustainably meet customers’ expectations and […]

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Survey Shows that Organizations are Embracing Customer Engagement Optimization

On a recent flight, I passed the time by reading this year’s thinkJar Channel Adoption and Usage Study in Customer Service report carried out on behalf of KANA® Software, part of Verint. And, it was quite thought-provoking. A key finding for me was the continuing shift of customer experience initiatives from the realm of marketing […]

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Vacation Heck and the Customer Experience

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 fun, relaxation, stress and conflict—often all at once. For Thanksgiving my family and […]

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

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 that’s a proven leader in their field can be a wise choice. As such, Verint is pleased to announce that research […]

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Don’t Miss These Two February Verint Webinars

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, vice president, customer analytics, and Sean Mahoney, strategic solutions, customer analytics, will participate in the 1 p.m. ET […]

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Top 5 Predictions for Government and Public Sector Customer Service Part 2: 2015 Predictions

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!   Customer experience becomes strategic for government Government and public sector organizations will increasingly approach customer experience in a more strategic manner, just like their private sector […]

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

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 and give them a grade (on a scale of […]

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Guest Blog by Esteban Kolsky – The Silent Rise of Chat in Customer Service Adoption

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 rise of chat in contact centers. Chat has had a love-hate relationship […]

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