In my last post, I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. Building on that comparison, specifically with regard to the idea of ...
Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency.  Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.1 Omer Minkara, VP & Principal Analyst of ...
In my previous blog post, I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center ...
In this fast-paced world we live in, it is becoming increasingly more important to be able to perform our jobs on-the-go or in less traditional settings. Advancements in technology have enabled us as a society to meet these demands, and in some cases, improve our job performance.
Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred ...
In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is ...
Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Today, there are six main categories ...
One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization ...
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet.   Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but exciting keynote speakers and relevant breakout ...
Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break.  With fewer adults smoking, and work schedules being more fluid, we see fewer regularly scheduled breaks as ...
I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off of to the giant tortoises whose ...

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