By Dave Capuano, Vice President, Marketing, Verint® Systems
A couple of weeks ago I was looking for a good video clip to use as part of a presentation when I came across an old Saturday Night Live gem about a distressed traveler who loses his credit card and calls a customer service rep for help. Phil Hartman and Roseanne Barr are the performers, and they go back and forth with two very different and funny views of this customer interaction. The skit got me thinking about how much....