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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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Nobody Puts Customer Service in a Corner

Well, actually, they do. The majority of business websites still put customer service contact details two or three clicks inside their sites, rather than on their homepage. Most homepages focus entirely on sales, yet it’s estimated in a recent Forbes article that 80 percent of visitors to a company’s website are seeking support. However, within […]

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Video Series: Best Practices for the Agent Desktop – Part 3

During the past few weeks, I’ve posted the first four videos in my series on best practices for the agent desktop. There’s one final tip I want to share that can help maximize your agents’ productivity and improve the consistency of answers provided in your contact center. Typically, when agents are working with a customer and […]

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Customer Service – A Successful Organization’s Foundation

Every successful organization maintains a focus on one priority above all others over the long run: serving their customers. In honor of those who serve customers, Verint celebrates National Customer Service Week during the week of October 6-10. This week-long event is dedicated to acknowledging the critical importance of customer service and honoring the professionals […]

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New Ways To Engage Customers More Effectively – Part 2

In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with customers. In this second part of the post, I want to address another way I’ve seen true engagement begin to take shape. Optimizing the Workforce […]

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