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Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable…
By Paul Stockford, Chief Analyst, Saddletree Research
Every day the world generates 2.5 quintillion bytes of data. This number is so big as to be meaningless, like the distance from Earth to the nearest star or the size of the national debt. Businesses are overwhelmed, and many are ill-equipped to extract…
Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee…
By Verint Connect Member
In a blog post before the holidays, I discussed eight areas to consider as part of your automation and AI strategy. I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. …
By Verint Connect Member
Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. In today’s customer care environments, a strong quality management …
By Verint Connect Member
If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative…
2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Because of the numerous security-related events that occurred, we saw an overall trend of end users moving from simply…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center…
When was the last time you examined why your CX program does what it does? In this era of increasing expectations and often decreasing budgets, asking “why” about focus areas can make a significant difference. No one has the luxury of boiling the ocean…
We are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to an amazing 2018!
By Verint Connect Member
Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans in place for automation innovation? Verint…
It’s time to start thinking about Engage! The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and…
By Verint Connect Member
Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that—every advantage is important. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive…
Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR? Mark Clark of Contact Solutions recently chatted with…
By Paul Stockford, Chief Analyst, Saddletree Research
In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer…
Enhancing what you have to deliver better experiences A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer…
In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now. What…
By Verint Connect Member
Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new blog for Customer Think , I discuss how digital feedback…
The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number…
The Automation Innovation Conference December 5-6; New York City Verint’s Craig Seebach, vice president, enterprise workforce optimization strategy, will participate in a panel discussion titled “Building a Comprehensive Business Case for Automation…
A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain…
As many have learned when trying to uncover CX pain points, there is no “one size fits all” approach to prioritizing and acting on feedback. Often, the issues resulting in the most feedback are indeed the most significant and, once resolved, will…
By Marc DeCastro - Research Director, IDC Financial Insights
The bank branch remains a critical delivery point for the provision of financial services to both retail consumers and small business. But over the years, the value of the branch has shifted from being a transaction site to an advisory location. Banks…
By Verint Connect Member
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. When reviewing one…
By Tom Pringle - Head of Applications Research, United Kingdom, Ovum
Understanding the practical implications of digital transformation demands inclusion and assessment of the delivery capabilities of an enterprise, alongside thoughtful management to optimize. This is particularly true of those B2C businesses which…