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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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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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