To subscribe to this blog and receive notifications when new articles are posted, click the notifications button below.
By Jerome Brown
By Oscar Alban, Principal Market Consultant, Verint Systems, Guest Contributor In the first part of this blog we discussed the importance of including the voice of your customers (VOC) in the quality monitoring (QM) process. Here we are going to discuss…
By Jerome Brown
Tuesday, January 29 11:00 a.m. - 12:00 p.m. PT / 2:00 p.m. - 3:00 p.m. ET
By Verint Connect Member
I was sitting back these past two weekends with my 11 year-old son watching a great product – the NFL playoffs. For those of you who watch professional football, these past weekends have been some of the most exciting in years. There have been heroics…
By Verint Connect Member
Today’s organizations are faced with a changing economic environment as well as new government regulations and a business climate that is ever-evolving. While customers continue to expand the ways they interact with organizations, even as things seem…
By Verint Connect Member
Over surveying is a leading cause of declining response rates. Yet, today’s consumers are inundated with requests for feedback through email, texts, IVR, SMS and social media. During a recent webinar Mike Clarkin, Global Vice President of Strategy and…
By Jerome Brown
Verint today announced results from a new customer satisfaction survey of more than 7,000 consumers throughout the United States, United Kingdom, France, Germany, Poland and Russia. The research explores consumers’ attitudes on services provided by organizations…
By Verint Connect Member
Survey fatigue may be a symptom of a larger condition—feedback fatigue. While surveys are the foundation of most Voice of the Customer programs, other methods for gathering customer feedback include online product reviews, IVR surveys, focus groups, and…
By Verint Connect Member
While attending the 2012 International Customer Service Association annual conference in Richmond, Virginia, I caught up with Michel Falcon , Customer Experience Coordinator for 1-800-GOT-JUNK? Michel presented a session entitled, “ Customer Experience…
By Jerome Brown
A panel is a group of people with relevant backgrounds who agree to participate in surveys. Businesses organize panels for various groups of stakeholders such as customers, employees, resellers, partners, prospects, etc. Because panelists agree in advance…
By Verint Connect Member
The question “What makes a good leader?” was one of the important questions brought up recently at a gathering of customer experience leaders at the Consero 2012 Customer Experience Forum. Lieutenant General Van Antwerp, Chief of Infrastructure and Executive…
By Verint Connect Member
Recently an intimate group of Customer Experience leaders met in Phoenix to discuss the most current customer experience issues. Brought together by the Consero group, an organization that gathers executives for collaborative learning – I found it to…
By Mary Boozel
I’m happy with my phone company – no, really – I am. For anyone with kids, you’ve probably seen ‘Finding Nemo’ – perhaps many more times than you’ll ever admit to at happy hour. One of my favorite lines from the movie is when Marlin and Dory are searching…
By Verint Connect Member
It was a busy Saturday morning with a long list of errands. I had just dropped off the dogs at the vet and my next stop was the coffee shop, for a much-needed cup of coffee! As I was closing the car door, I noticed the seat belt was hanging way out. Quickly…
By Jerome Brown
Learn how to put the voice of the customer to work across your organization at a series of upcoming online events featuring Verint ® subject matter experts. Key themes will focus on the benefits of implementing a Voice of the Customer (VoC) program…
By Jerome Brown
Verint Systems Inc. ( NASDAQ: VRNT) recently announced the winners of its annual “Innovator of the Year” awards program. These awards recognize a select group of individuals for their outstanding performance in driving innovation across contact center…
By Jerome Brown
PEER 1 Hosting, one of the world’s leading IT hosting providers, has selected and implemented an enterprise feedback management (EFM) solution from Vovici , a Verint Company.
In a recent webinar with Insurance & Technology , Anthony O’Donnell, Executive Editor, observed that the insurance industry is going through a transition – from a policy or product-centric model to a customer centric model. Much of this move is caused…
By Verint Connect Member
Recently I attended the Forrester Customer Experience Forum 2012. This is the fourth year for this annual event and with the featured case studies, data, business models, and tools, it certainly didn’t disappoint.
By Verint Connect Member
Looking to understand the difference between unipolar and bipolar scales when creating surveys? Read this post to learn more.
By Verint Connect Member
When you begin setting up a Voice of the Customer (VoC) program for your organization, one of the most important steps is to find Executive Sponsorship. Without it, the program may have a difficult time succeeding – or worse, getting off the ground at…
By Jerome Brown
Study finds that organisations strive to better understand their customers, but nearly half of UK consumers believe they dont care or act on feedback shared LONDON, 08 November 2011 Most British consumers (89 percent) are likely to tell the organisations…
By Jerome Brown
More than 15% of contact centre workload is directly caused by issues in the back office issues like incomplete, incorrect, duplicate or late communication is driving customers to call or email. This may not be a surprise, but what are you doing about…
By Jerome Brown
Given current market pressures, companies are looking to maximise output (faster turnaround, better service, fewer errors) for equal or lower costs. Typically, the back office is home to the largest percentage of the workforce, 2 to 3 times larger than…
By Jerome Brown
It seems that rarely a day goes by without contact centres in the UK making headlines. Only this week, Britains biggest high street banks have once again been in the spotlight following suggestions they have been fobbing off legitimate customer grievances…
By Jerome Brown
We all know that negative customer feedback through social media has the potential to damage a brand’s reputation. That’s why it’s important for companies to listen to what their customers are saying, and to tackle issues before they blow up in to the…