Subscribe to RSS Feed grab our rss feed

Verint Announces Availability of Work Allocation Manager

No matter your industry, this question is constant. How do you balance providing great customer service with using the skills of your workforce wisely? All organizations want to help ensure the right work gets done by the right people at the right time. Verint® Systems Inc. made that a little easier this week with the […]

read more...

Guest Blog by Esteban Kolsky – The Emergence of Mobile Customer Service

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA®, A Verint® Company (read the summary and watch this blog for the next entry in a couple of weeks), I want to address some of the findings around mobile customer service. One […]

read more...

It’s “GAME ON!” for Better Customer Engagement

Could you spend US $150,000 per second? That’s the list price of a commercial during Super Bowl XLIX ($4.5M for a 30-second spot, just doing the math for you.) There is a lot of money at stake, not just for the network that broadcasts the game, but also for the players, coaches, venue, hundreds of […]

read more...

Call for Speakers: 2015 Verint Global Customer Conference

Are you interested in presenting during a breakout session at the Verint Systems Global Customer Conference? This year’s conference will be held in Las Vegas on June 8 – 11, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions and best practices with other conference attendees. There’s no […]

read more...

Government CX Demands a Chief Digital Officer

As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers and to provide a single vision across all methods of customer contact. This is a relatively […]

read more...

Guest Blog by Esteban Kolsky – Channel Adoption and Usage Study in Customer Service: Third Year

As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA®, A Verint® Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]

read more...

What Is Government Customer Experience?

Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1 In a previous blog, I talked about how the U.S. government put plans in place to change this, […]

read more...

U.S. Government’s Digital CX Seeds Ready to Bear Fruit

A recent Forrester report1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”* Kudos to the U.S. government for recognizing the importance […]

read more...

Coming Together at Driving Innovation 2015

Coming together is what Driving Innovation 2015, the Verint Systems Global Customer Conference, is all about. Registration is now open, so be sure to take advantage of early-bird registration discounts! It’s about Verint and KANA coming together to provide you with solutions to help you optimize your customer engagement. It’s about you coming together with […]

read more...

I Actually Enjoy Terrible Customer Service

Don’t worry, this isn’t going to be one of those long articles whining about the terrible state of customer service. I actually enjoy terrible customer service.   There’s a joke toward the end of Woody Allen’s movie Annie Hall: “A guy walks into a psychiatrist’s office and says, hey doc, my brother’s crazy! He thinks […]

read more...