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Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World

More digital and automation is what consumers want, right?  Well not so fast.  Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation. Did you see that coming? The Verint study carried out by Opinium […]

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Customer Engagement: Are You Adding Value to the Business?

I was reading a Forrester Brief from Ian Jacobs1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process. In the brief Ian wrote the following: “A solid quality-driven analytics program starts by flagging calls for […]

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The Disruption of Quality Management

There is a tremendous opportunity to improve how quality is managed in most contact centers. It is ripe for disruption. As I was putting together my thoughts on this blog I went to Investopedia to look up their definition of Quality Management. They state that quality management is the act of overseeing all activities and […]

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Verint + Contact Solutions: Taking Omnichannel Engagement to New Heights with Real-Time, Contextual Self-Service

Today, we’re pleased to announce Verint’s acquisition of Contact Solutions, a leading provider of cloud-based voice and mobile customer care solutions. Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less effort. With a rich history and dynamic customer base, Contact Solutions provides real-time, contextual voice and mobile self-service solutions. Behind […]

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2016 Predictions: Get Back to the Basics

Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more. While I enjoy seeing what others predict, I thought I’d stick to something more pragmatic and write about […]

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A Drone, a Hoverboard, and Today’s Consumer

It has been quite a year in the technology sector. For those of us focused on customer-centric technologies, we’ve had to cover a broad set of topics: Digital disruption, the Internet of Things, mobile, cloud, analytics, security, customer experience, and customer engagement to just name a few. Regardless of the topics swirling amongst vendors and […]

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Customer Engagement: Are You Immature?

This past week we held a webinar with Jeremy Cox from Ovum to review some research of more than 18,000 global consumers. Jeremy did a great job walking us through the data and laying out many of the aspects of customer engagement that organizations need to consider. One of the more interesting slides Jeremy presented revolved […]

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Ouch! The Modern Customer Service Representative

Check out this infographic from Ventana Research1 that we are using as part of a marketing campaign. The infographic, titled Customer Engagement in the Digital Age, shows that companies have to support up to 17 channels of engagement to interact with customers. Read that again. I don’t know about you, but to me that number […]

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Digital Disruption and the Digitally Savvy Workforce

In my last blog, I described the two-sided challenge for organizations of rapidly evolving technology and constantly increasing customer expectations for a simple, virtually painless experience—no matter their chosen touch point. And, it’s not just customers who are becoming more demanding. It’s also your employees. Today’s next-generation employees have become accustomed to unprecedented speed and […]

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Digital Disruption—The (Data) Tide Is High

Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely more choices at their fingertips, consumers have an unwavering list of demands and find it easy to switch […]

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