Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the ...
Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well.   Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your ...
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share ...
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, ...
In a recent ETCIO.com article, Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes ...
“How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.” “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my auto pay gets canceled…” These are real comments left ...
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor.
CRMXchange Roundtable: Best Practices in Workforce Management July 11; Online Webinar Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. ET. Organizations need to be able to react swiftly and efficiently to the intraday management ...
Are you really listening to your customers—or are they just speaking at you? OpinionLab’s Terry Anderson shares that a surprising amount of today’s organizations may not be getting this right. Remember, today’s customers expect you to respond to them with the same urgency using digital channels as ...
Ok, I’ll admit it. I’m a bit of a geek. From my mobile phone I can check to see if I closed my garage door after I get to the office, determine where a package is in transit and when it will be delivered, get social-enabled driving directions to route me dynamically around traffic, and change the ...
CRMXchange QA & Analytics Virtual Conference June 5-8; Online Webinar Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. ET. With all the talk about ...

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