Subscribe to RSS Feed grab our rss feed

Focusing Less on AHT Will Help Improve AHT

Enabling your agents to work more effectively and efficiently is generally what most companies with large agent bases are after. The prevailing theory is that reducing the average handle time (AHT) means you reduce costs — the perfect criteria for saving money. But, is that actually true? I recall a story from a customer that, […]

read more...

Targeting Investments in Customer Engagement Transformation

In a recent cross-industry survey of CIOs, respondents were asked to apportion investments to improve customer engagement across seven areas. The results indicate that investments were needed in multiple areas and the CIOs aimed to achieve broad transformation rather than specific, targeted improvements. (Click on the chart to expand the image and then Back to […]

read more...

How to Understand Tomorrow’s Customer Today, Part 3

Previously, I discussed some key trends that ThinkJar principal analyst, Esteban Kolsky, highlighted in his latest report. So, what do these trends mean for the customer service industry overall and your organization specifically? While the rush into social has reached a plateau, the rise of digital channels (email, live chat and similar) continues with nearly […]

read more...

How to Understand Tomorrow’s Customer Today, Part 2

ThinkJar principal analyst, Esteban Kolsky, discovered some interesting trends among customer service organizations in his latest report. In this post, I will be looking at three of them. Social customer service subsiding Social media hit the business world like a tornado, with just about everyone experimenting with some form of social engagement. However, this year, […]

read more...

How to Understand Tomorrow’s Customer Today

Wouldn’t it be great to have a crystal ball that would allow us to predict customer behavior? Unfortunately, as far as I know, no such device currently exists. So for those that lack any mystical powers, like me, I recommend asking question after question, constantly and consistently, to consumers, analysts, businesses and customers—anyone who can […]

read more...

Verint + KANA = Case Management Transformation

“The most valuable assets of the 20th-century company were its production equipment. The most valuable asset of a 21st-century institution, whether business or non-business, will be its knowledge workers and their productivity.” Peter F. Drucker The recent Verint acquisition of KANA continues to be really well received by our customer base and the analyst community. […]

read more...

CIO as Chief Acceleration Officer

Today’s CIO can be so much more than the operational supervisor of a costly, fairly rigid infrastructure. The IT organization doesn’t have to be a cost center holding back the innovation of others, but can rather be a driving force in accelerating business priorities, such as agility, customer experience, cost savings and customer retention. By […]

read more...

Don’t Rip and Replace – Wrap and Renew!

As each year goes by, the number of applications in your IT environment grows. Mergers and acquisitions create duplicate systems, adding to complexity and maintenance headaches. One large telecommunications company is said to have 90 different systems just to manage customer billing. As CIOs look to remain agile in a competitive business environment, these legacy […]

read more...

Balancing the Customer Service Tightrope

Last year, high-wire walker Nik Wallenda of the famous Flying Wallenda family crossed the Little Colorado River Gorge in the Grand Canyon area of Arizona. He was 1,500 feet off the ground and covered a distance of approximately 1,400 feet in 22 minutes, 54 seconds. What does a high-wire walker have to do with customer […]

read more...

The Rising Financial Impact of Customer Service

Customer service has always been a necessary part of a successful organization. But recently, studies have shown that the financial impact of getting customer service right is tremendous. A study by the Aberdeen Group highlights the financial impact of organizations that are best-in-class at customer service versus those who trail behind. Based on survey data, […]

read more...