Subscribe to RSS Feed grab our rss feed

Author Archive

“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 […]


Now Is the Time for My:Time

Every now and then an idea comes along that makes you wonder why somebody didn’t think of it sooner. Have you ever been in the middle of an online interaction and were interrupted or had to leave the self-service session to look up information? This happened to me when I was trying to renew my […]


Fraudsters Know Your Mother’s Maiden Name

Thrilled about her recent promotion, Andrea rewarded herself with a trip to Italy. She enjoyed Rome’s marvelous museums and cathedrals but her real fascination was shopping. While visiting the famous shops on Via Cola di Rienzo, she received an alert on her smartphone. It was from her bank warning that she just maxed out her […]


Online Communities – An Important Part of Customer Engagement

Verint’s acquisition of Telligent, a leader in software for customer support, underscores the growing importance of customer and employee communities as an important part of customer engagement and employee collaboration. Long before the emergence of digital media or electronic communications of any type, consumers relied on friends, family, and members of trade or social communities […]