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By Verint Connect Member
Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t…
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers…
By Verint Connect Member
What a difference 18 months make. Telligent became part of the Verint family in August 2015, and this May will mark our second Engage Global Customer Conference . As users of our Community solutions join to share best practices, success stories and…
By Verint Connect Member
Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable…
Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share…
The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint Workforce Optimization . The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments…
Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service…
By Verint Connect Member
Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was “Leaders Learning from Leaders.” Verint’s contribution to this theme…
We love “before and after” pictures. A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system…
Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry…
By Verint Connect Member
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret…
By Verint Connect Member
How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and…
By Verint Connect Member
We hear a lot today about employee engagement. But according to the Hay Group, “ engagement alone does not drive employee effectiveness .” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive…
I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover…
By David Moody
Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.' Our most recent workshop was held in…
By Daniel Ziv
While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than…
A recent Insurance Networking News article by Nathan Golia ( @NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was…
By Verint Connect Member
Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.
These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the…
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center…
Customer Response Summit February 6-8; Las Vegas, Nevada Verint’s Greg Sherry, vice president, marketing, will lead an interactive general session with conference executives called “Customer Engagement LIVE!” at 2:30 p.m. PT on February 7. Discussions…
Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers…
By Verint Connect Member
Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational…
By Verint Connect Member
Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty. Organizations that elevate and improve these areas can potentially realize powerful…
By Mary Wardley - Vice President, Customer Care and Loyalty Research, IDC
Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels. The philosophy is customer experience. Brands are looking…