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The Right Data Can Drive Customer Action

In today’s fast-paced, attention-span challenged world, explaining customer behaviors and driving action are paramount. Organizations that take a good look at unstructured data—such as phone, email, and chat—can gain another view and a better platform for influencing their prospects and customers. Interestingly, consumers tend to be more open when speaking with another person, so these […]

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Bright Lights Big City: Security is All About the Big Picture

As the world of information grows, so does our need to make conscious, informed and smart decisions. These decisions directly impact safety, a critical component to the operation of any metropolis. Cities today face increased challenges when it comes to safety objectives and the protection of people, property and assets.  Therefore, it is more important […]

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Executive Networking at the Verint Engage Conference

As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27th in Chicago. Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes.   The 3rd annual Verint Executive Summit will also take place during Engage.  The summit will be hosted by […]

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Facing Difficult Choices, Banks? Do the Math

“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want is expensive? Take a step back and […]

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The Game of Authentication and Fraud Detection

Balancing information security with consumer demands for speed is an increasing and rather daunting challenge. While the need to provide fast service is real—and customer loyalty may depend on it—identity theft is on the rise and must be addressed. How do organizations balance the two? Recently I spoke with Contact Centres about how voice biometrics […]

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Want Engaged Employees? Self-Enable—Don’t Micro-Manage

Most of us who have been in the workforce for a while have worked with a micro-manager. It’s not a comfortable situation.  They mean well and are only trying to ensure the work gets done on time, accurately, and with little waste. However, their need for control and constant updates is counterproductive; in fact, it […]

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Ventana Research Requests Your Input In Workforce Optimization Market Research Study

Ventana Research is seeking Workforce Optimization professionals to participate in a market research study to create a detailed picture of the current state and future direction of workforce optimization (WFO) use in organizations, as well as best practices that can save organizations resources and time. In today’s intensely competitive markets, companies must strive to meet […]

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A Digital First Strategy Roadmap

As I mentioned in a previous blog, I don’t think I know of any government organization that hasn’t established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana. The idea of a digital-first strategy roadmap can be daunting, especially when there is somewhat […]

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Driving Online Engagement through the Social Funnel—Part II

In part one of this two-part series, I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel where you participate in social channels to create reputation, build awareness and […]

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Traditional Performance Management Is SO Yesterday

The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs, favorite recipes and holiday activities, maintaining tradition is important. However, there are times when newer is not […]

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