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Entries Tagged ‘Survey Analysis’

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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Verint Speakers: Keeping Customers Loyal and Employees Engaged

Putting the Customer First into Your Quality Efforts June 7; CRMXchange Virtual Conference Verint’s Donna Denehy, leader, global contact center and insurance business strategy team, is participating in this virtual conference with CRMXchange at noon EDT. Attendees will learn how the process of quality is evolving and how companies are modifying their training, coaching and […]

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The 7 Deadly Survey Sins and How to Avoid Them

If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched “Field of Dreams.” Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will come.” Ray, with innocent enthusiasm, builds a baseball field in the middle […]

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Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]

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Verint Speakers: Improving the Customer Experience and Workforce Management

Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is increasingly important, so why would a progressive company such as Bass Pro Shops move from flexible, […]

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Wanted: Participants for TSIA’s Global Technology Survey

As part of its 11th annual Global Technology Survey, the Technology Services Industry Association (TSIA) is seeking feedback on 40 categories of tools used by professionals in customer support, professional services, education services, managed services, field service, service revenue generation and customer success. Open to everyone, the survey should take less than ten minutes to […]

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The National Association of Call Centers Wants You

Can you spare five minutes of your time? I have an opportunity for you to make your voice heard. The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for […]

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Do Your Customers Really Love You?

It’s sometimes hard to really know how your customers feel about you. Your methods for listening to and measuring your customer feedback are key to getting this right. Let’s start with your approach. Is the perspective of your customer feedback program Inside Out or Outside In? Unfortunately, internal bureaucracy leads many organizations to have an […]

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Brother, Can You Spare 4 Minutes?

During the Great Depression of last century, “Brother, can you spare a dime” became a commonly heard phrase in the U.S., and eventually went on to become the title of a song written in 1930 and famously recorded by Bing Crosby, Al Jolson and Rudy Vallee. The song talks about the struggles of the depression […]

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