Customer Engagement

Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World

Posted by Dave Capuano - Global Vice President, Integrated Marketing on Oct 31, 2016 9:36:44 AM

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.

Verint Speakers: Keeping Customers Loyal and Employees Engaged

Posted by Susanne Pitts on Jun 3, 2016 11:02:42 AM

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 ...

The 7 Deadly Survey Sins and How to Avoid Them

Posted by Brian Koma - Vice President & Customer Experience Practice Leader on May 6, 2016 12:04:13 PM

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 ...

Outside-In Thinking Must Produce Inside-Out Actions

Posted by Scott Hays - Vice President, Global Solutions Marketing on Apr 26, 2016 2:33:29 PM

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 ...

Verint Speakers: Improving the Customer Experience and Workforce Management

Posted by Susanne Pitts on Apr 4, 2016 10:58:58 AM

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 ...

Wanted: Participants for TSIA’s Global Technology Survey

Posted by Laurie Wickham on Mar 24, 2016 12:18:57 PM

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 ...

The National Association of Call Centers Wants You

Posted by Paul Stockford - Chief Analyst, Saddletree Research on Feb 29, 2016 10:40:32 AM

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 ...

Do Your Customers Really Love You?

Posted by Brian Koma - Vice President & Customer Experience Practice Leader on Feb 25, 2016 12:53:00 PM

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, ...

How Customers Help Drive Engagement and Loyalty

Posted by Greg Sherry - Vice President of Marketing on Feb 11, 2015 2:32:03 PM

According to the December 2014 blog post Framing the House of Customer Engagement Optimization by Verint’s Scott Hays, vice president, global solutions marketing, a complete customer optimization strategy requires enriched customer interactions, improved business processes, and an optimized ...

2015: The Year of the Customer Survey

Posted by Paul Stockford - Chief Analyst, Saddletree Research on Jan 12, 2015 12:31:22 PM

In the interest of full disclosure, let me make it clear up-front that I am a huge fan of surveys. Surveys are a big part of my work at Saddletree Research and are essential to the work I do with the National Association of Call Centers (NACC) at The University of Southern Mississippi. For example, ...

Tech Tip: Redirecting to Another Web Page Upon Survey Submission

Posted by Hilda Blasius, Product Support Engineer on Nov 13, 2014 11:01:11 AM

Did you know that you can use Verint Enterprise Feedback Management (Version 7.1 and higher) to route participants to a website after submitting a survey? You can easily redirect to a company web site or another survey by following the simple steps below: Within the survey Design tab, select the ...

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