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3 Ways to Bust Through a Customer Satisfaction Plateau

Plateaus are beautiful in nature and elicit “oohs” and “aahs” from those who view them. In contrast, plateaus viewed in customer satisfaction bar charts conjure up silence or at best a deep “hmmm” from disappointed executives. Have you ever been there? My recent blog for Customer Think explores three ways to bust through a customer […]

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3 Reasons Why Your Customers Need a Customer Service Community – Part 1

While simple in theory, great customer service is incredibly difficult to master. But when mastered, customer service is a significant differentiator. There are many examples of companies that have used great customer service as a differentiator—San Antonio-based Rackspace is a classic example: a business competing in a highly commoditized space that differentiates through customer service. […]

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Speech Analytics: Debunking the Myths

Like the urban legends that lurk ceaselessly on the Internet, every industry has its own share of myths that seem to take on a life of their own.  Even in the contact center industry we have our share of myths, misunderstandings and mix-ups. Unfortunately, we don’t have our own version of Snopes to check on […]

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Robots Are More Than Just ‘Cool’—They Can Get Work Done

Robots are not new—they have fascinated people old and young for a long time. However, more and more they are not just characters in science fiction movies and TV shows—they are being used to get work done in operational and customer service areas of companies. And that is fairly new. This week Verint launched Robotic […]

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To Improve Is to Change—to Be Perfect Is to Change Often: Part 2

In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in New South Wales, Australia, which are being merged to form nineteen new organizations. Their efforts […]

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Align the Attack/Defense Mismatch Part 2: Address the Shortage of Cyber Skills and Resources

There has been a lot of discussion lately about the cyber skills shortage. No question our industry must do more to provide education about cyber security and to encourage more students to launch down this path. But in the meantime, there is much that can be done to help improve efficiency and alleviate the shortage […]

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“Just the Facts, Ma’am”

“Dragnet” was a popular 1950s-era detective television series starring Jack Webb as the stone-faced Sergeant Joe Friday. When interviewing witnesses Sergeant Friday always prefaced his questions with “Just the facts, ma’am.” Joe needed to get to the bottom of things. At some point we have all felt like Joe Friday when trying to get answers […]

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Video Analytics Comes of Age…

Imagining the future of technology is exciting. I remember watching “Oceans 13” and “CSI” years ago, and thinking that the age in which security technologies would reach this level of advancement was far beyond the industry’s reach. At that point, video analytics was in its infancy, going through a ‘beta’ stage, if I may call […]

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Stop Online Fraudsters in their Tracks with Voice Biometrics

Did you know contact centers are becoming an increasing part of the online fraud life cycle? Since the rollout of “chip-and-pin” cards, fraudsters are devoting more time to online card not present (CNP) attacks. This includes exploiting the contact center for access to account information. However, there is a promising new defense against this increased […]

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To Improve Is to Change—to Be Perfect Is to Change Often: Part 1

Winston Churchill, whose words are quoted above, clearly knew a thing or two about what it takes to be successful in public service. The business of delivering public services is beset with constant challenges—shifting political, economic and demographic sands make it one of the most challenging environments to work within. And, every so often, substantial […]

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