Contact Centre Association Research for KANA Suggests Only 40 Percent of Senior Managers Focused on Improving Customer Service

GLASGOW, June 25, 2014 — Research commissioned by customer service specialists KANA®Software, A Verint® Company (NASDAQ: VRNT), suggests many organisations are overlooking the potential for customer service improvements that could drive revenue.

The survey of UK Contact Centre Association (CCA) members included a diverse mix of industry sectors, from financial services, to local government and retail. It reveals that only 40 percent (39.6 percent) believe senior management places a clear focus on customer service as a way to drive revenue; noting one-fifth of respondents (20.8 percent) think there is little or no focus on customer service at a senior level.