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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…
By David Moody
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve…
How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.
Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about…
Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their…
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service…
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.
Verint recently introduced Mobile Work View to meet the evolving needs of organizations that need to access workplace information anytime, anywhere. Because work doesn’t just happen in the office, this application extends common work activities across…
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective…
By Verint Connect Member
These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there…
Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. …
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant. Production management in a service support organization is similar in that you know the type of work and process steps needed to…
At Verint, we are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to a fantastic 2017!
By Verint Connect Member
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting…
This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing…
By Verint Connect Member
Tis the season to take stock of where things are—and CX programs are no exception. The New Year is a good time to ask if your organization’s customer experience is reflecting well on your brand. Is there room for improvement? Over the years, one question…
By Verint Connect Member
Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London. What started in a beautiful harbor in Sydney, Australia with a bang in May has now finished strong in December in London, where…
In the previous blog post , I introduced the director of global business process services at a leading enterprise technology company. The director set out on a journey to provide back-office managers with the data they needed to make effective decisions…
By Verint Connect Member
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought…
Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer.
Business agility has been described as the ability for organizations to sense , prioritize and act . First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential…
By Verint Connect Member
In another life, as “Bob the Movie Man,” I am a prolific film reviewer—so, I often frame business problems in terms of famous movies. For those old enough to remember “Back to the Future,” Marty McFly jumped into Doc Brown’s souped-up DeLorean and traveled…
The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent…
Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer…
By Verint Connect Member
During the first two webinars in our Knowledge Is Power series , we learned how Knowledge Management , when done well, can provide tremendous benefits to your customers, employees and organization. We all probably know that KM drives business outcomes…