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Customer Engagement

Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center.
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC).  The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research ...
Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired ...
Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”1  The term gamification first gained widespread usage ...
What’s the employee sophomore slump?  According to CIO.com writer Sarah K. White in her article, “How to use gamification to improve employee engagement,” it’s when “the high of a new job wears off” and the job has “lost its glamour and that excitement fades.”   Employees are most likely to become ...
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?   Considerations for a well thought out customer engagement strategy include ...
Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to improve—are two different things. Gamification solutions such as Verint Gamification provide the how. It helps ...
In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and customer satisfaction should not be sacrificed for time savings. The good news is that it’s possible to ...
Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the conference was to “identify best practices and discuss innovative ideas on how to serve customers through emerging ...
Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger financial results and above-average ...
As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community.   In order to be successful, businesses need to engage their community members in a way that matches their business objectives, whether that is by increasing ...

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