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Coming Together at Driving Innovation 2015

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 provide you with solutions to help you optimize your customer engagement. It’s about you coming together with […]

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I Actually Enjoy Terrible Customer Service

Don’t worry, this isn’t going to be one of those long articles whining about the terrible state of customer service. I actually enjoy terrible customer service.   There’s a joke toward the end of Woody Allen’s movie Annie Hall: “A guy walks into a psychiatrist’s office and says, hey doc, my brother’s crazy! He thinks […]

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Webinar: Super-Charge Your Customer Engagement Strategy

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 help super-charge your customer engagement strategy. Are you ready to engage your customers more effectively to […]

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Framing the House of Customer Engagement Optimization

Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit of news can sometimes blow a budget, but it’s reassuring to know that the home has structural integrity and that you can keep it intact with a […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 2

Successful digital strategies recognize the need to support customers through the provision of chat, email, voice and other suitable channels. Without offering a route to direct, more immediate contact than Web-based forms, the service being offered will fail to meet public demands and will actually end up costing money as customers take specific issues direct […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 1

The way we communicate is changing rapidly – not just the “how” but also the “why”. New technologies make it easier than ever to communicate with one another regardless of where we are – at home, at work or on the move. Against this backdrop, it is not surprising that older communication technologies are struggling. […]

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Smarter Engagement – More Personal, More Productive, More Predictable

Customer service executives walk the tightrope every day. Customers expect better service. Budgets demand more from less. Pressures are mounting. And if you’re one of those executives, I wouldn’t look down. Customer engagement centers typically measure their success with First Contact Resolution (FCR) and Average Handle Time (AHT), among a host of other metrics. Both […]

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5 Ways to Maximize Employee Collaboration in Customer Service

Employee collaboration tools are on the rise. We know collaboration is important. Employees, especially millennials, demand to engage with each other in the workplace using the same types of tools as in their personal lives. But how do you make sure collaboration is actually boosting productivity instead of draining it? Here are five way to […]

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It Was, Is and Always Will Be About Empowerment

Does anyone pay for mobile ring tones anymore? A few years ago, it was usually the first thing I tried to do when I got a new mobile. Now I can change my ring tone in seconds and choose from my own music catalogue.   Does anyone still rent DVDs? We’ve moved from watching films […]

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Are You Engaging Your Customers Better This Week Than Last Week?

National Customer Service Week 2014 is a wrap! It’s always good to take a week to focus on how well we (that’s the royal “we”) serve our customers and future customers—after all, it’s the most important thing any organization does. In keeping with that, we hosted a live one-hour “Tweet Jam” on Friday, October 10. Many […]

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