Recent posts by:
Dick Bucci - Founder and Chief Analyst, Pelorus Associates
Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Both ...
Have you noticed the number of Help Wanted signs showing up at stores, offices and factories? And the openings are not just for retail and restaurant workers. There are plenty of opportunities for professional managerial workers. Nationally, the unemployment rate in the United States is about ...
The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.
“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 ...
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 auto ...
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 ...
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 ...
Following the launch of Verint’s next-generation customer engagement optimization platform last year, it added more major enhancements in March. The new platform represents a significant lift from traditional workforce optimization platforms, which are often more limited in their ability to serve ...
The Verint-KANA combination provides the technology foundation for customer engagement optimization—the next evolution toward creating a truly customer-centric enterprise. The first step was customer service management in the 1980s followed by customer experience management in the early 2000s. ...
Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually join other dissatisfied customers in closing their accounts. ...
To an enterprise, there is nothing more important than loyal, satisfied customers. Businesses lose billions every year to customer defections. In the banking industry, the boutique consulting company cg42 calculated that in 2013 the top 10 US retail banks are projected to lose $92 billion in ...

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