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Video Series: Best Practices for the Agent Desktop – Part 2

In my last post, I wrote about the importance of consolidating disparate applications into a unified agent desktop—I also introduced a video series I’ve created on this topic. I hope you are enjoying the series and learning how to get started in combining these different applications into a single desktop application. However, it isn’t enough […]

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New Ways To Engage Customers More Effectively – Part 1

This year, more than ever, I am struck by what seems to be a true transition for customer experience professionals as they move toward driving customer engagement. In a pair of blog posts I will outline some significant ways I’ve observed leading organizations and customer experience professionals look beyond individual experiences to more effectively engage […]

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Shared Services: A New Era of Consistency in Local Government, Part 2

In my previous blog, I wrote about the concept of shared services, and some of the challenges and benefits for local governments. In this blog, I’d like to look at some real-life examples of how shared services can work. At KANA®, a Verint® Company, we’ve had many success stories when it comes to the implementation […]

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Shared Services: A New Era of Consistency in Local Government, Part 1

The sharing of IT services within local governments is not a new concept. However, whilst the idea has been around for more than a decade, cuts and a record period of austerity have resulted in more local government shared services initiatives being delivered in the past 12 months than in the previous decade. For the […]

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Video Series: Best Practices for the Agent Desktop

Contact center agents have a very tough job. Products are increasingly complex, and customers expect nearly instantaneous answers and results. In an attempt to help agents to answer every question, organizations push application after application to the desktop. Mergers and acquisitions can double or triple the number of systems seemingly overnight. Because of this, agents […]

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Verint’s New Engagement Analytics: Act on What Matters Most

In today’s ever-changing customer experience landscape, you need all the insight you can find to compete effectively, much less gain a leg up in the marketplace. However, your organization may be like many others—the customer data needed for better and faster decision-making is trapped within departmental silos, leaving little visibility and understanding across channels, interactions, […]

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Why Customer Journeys?

There’s a lot of talk these days about “the customer journey.” You’ve probably either seen the term, used it yourself, or glossed over it as just another platitude or technology term du jour. However, in today’s competitive digital world where consumers can switch brands in the time it takes to swipe a screen, it’s a […]

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Customer Engagement Optimization for the Public Sector

Citizens already use the Web and mobile phones for almost everything — from making inquiries and paying bills, browsing and buying services with their banks and insurance providers, and making online music and video streaming purchases. And, they have the same level of expectations when interacting with local, state and federal public sector organizations. They […]

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Keeping it Simple

Every day, we hear about a new piece of technology or a new bell or whistle that we must have. But are all of these “advancements” really helping us in the long run? Maybe not when it comes to customer service agents—sometimes in these cases, less is more. With the overwhelming amount of customer data and […]

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Survival Guide for the New Way to Shop

Gone are the days of the general store, where the clerk knows your name and helps you carry your bags home. In today’s retail marketplace, loyalty is a thing of the past. A recent KANA survey found that loyalty to retail brands is frighteningly low, with a third of UK shoppers no longer feeling loyal […]

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