Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest and often most effective way to determine ...
More and more, gamification is becoming an important part of organizations’ employee engagement efforts. They are finding its value related to coaching, performance management, change management and other elements of everyday work. Gamification is also an important part of Verint’s customer ...
Agent Desktop or Employee Desktop applications have been around a long time. They were “born” to support agents in the contact center, which was the original channel (long before we uttered the word “channel”)—superseding the myriad digital channels that came afterward. Because of this, I think all ...
Check out this infographic from Ventana Research1 that we are using as part of a marketing campaign. The infographic, titled Customer Engagement in the Digital Age, shows that companies have to support up to 17 channels of engagement to interact with customers. Read that again. I don’t know about ...
In my last blog, I described the two-sided challenge for organizations of rapidly evolving technology and constantly increasing customer expectations for a simple, virtually painless experience—no matter their chosen touch point. And, it’s not just customers who are becoming more demanding. It’s ...
Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the exemplary service they received from one of our team ...
Digital Disruption Demands Action - 5 Questions to Ask in the New Workforce Reality October 13; Auscontact Association Webinar Scott Hays, vice president, solutions marketing, will join Fiona Keough at noon AEDT to discuss how the forces of digital disruption and shifting work styles of ...
More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues to grow. With the demand for more ...
Recent research has highlighted the enormous impact that people in organizations can have on customers. Engaged employees are at the heart of every thriving business and every customer-centric initiative. For all the (welcome and needed) advances in self service over web and mobile, when a customer ...
More than ever before, the traditional workplace is evolving to accommodate the changing expectations of today’s employees and customers. From the arrangement of the workplace itself to the skills people possess to creatively meeting consumer demands without adding employees—new ideas that allow ...
Organizations are gaining a better understanding that happy and engaged employees really do have an impact on whether or not customers have a positive experience with them. Recently Verint’s Koren Stucki, solutions marketing director, customer analytics, spoke with CRM magazine about the advantages ...

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