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Entries for the ‘Government Software’ Category

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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A Digital First Strategy Roadmap

As I mentioned in a previous blog, I don’t think I know of any government organization that hasn’t established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana. The idea of a digital-first strategy roadmap can be daunting, especially when there is somewhat […]

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The Importance of Voice Self-Service in Government Digital First Strategies

Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity. Implemented incorrectly, voice self-service can be viewed as a barrier to speaking to an agent—we have all had this kind of IVR […]

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Be Part of the 2016 Engage Global Customer Awards

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to submit a nomination for the 2016 Engage Global Customer Awards! The Engage Global Customer Awards […]

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Do Government Digital First Strategies Actually Deliver?

I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don’t know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them. Instead, I hear complaints, such as “It’s too easy for citizens to pick up the phone,” and […]

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Verint Speakers: Combatting Fraud and Understanding Your Customers

CRM Magazine – Roundtable Webinar March 2; Webinar Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To successfully connect with customers and prospects, it’s essential to understand their wants and needs. However, the […]

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Top 5 Predictions for Government and Public Sector Customer Service, Part 2 – 2016 Predictions

Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy! Digital First Software Rationalization 2015 was meant to be a year of optimism but economic difficulties in countries around the globe have dampened things, leading to a […]

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Planning for 2016? Verint Customer Conference Offers Insight for Achieving Business Goals

With the year drawing to an end, your organization may be in high gear, planning goals and strategies for 2016. Most people are looking for fresh ideas to engage customers more effectively. Learning from others who want to share their insights? That’s always a great idea. If you’re a Verint customer or partner, here’s your […]

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December Speakers Talk Customer Engagement and Situational Awareness

Transec UK December 2-3; Olympia London, United Kingdom Verint’s Ian Graham, vice president and United Kingdom country manager, will present “Reactive to Proactive Security with Advanced Situational Awareness” at 4:20 p.m. GMT on December 2. Topics to be discussed include the key ingredients for creating advanced situational awareness, how threats in transportation are evolving and […]

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Deliver More Economic Benefits by Getting Secure Online Transactions Right

In my previous blog, Don’t Let Fear Drive Your Digital First Customer Engagement Strategy, I pointed out that while many government organizations have implemented some form of digital-first strategy, many would say that those strategies have not yet delivered their intended economic benefits. While there are many non-technology related barriers to fully realizing the intended […]

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