By Paul Stockford, Chief Analyst, Saddletree Research
This is the time of year that many of us start to wonder what the year ahead holds for the contact center industry. This year, instead of wondering, pondering, guessing and speculating about what could happen in 2016, we decided to take a more scientific…
By Verint Connect Member
Reflecting back on 2015, one thing is clear: Customer engagement took center stage. We read about it from industry thought leaders. We heard about it first-hand from customers at our Engage ™ events all over the world. And, we saw it all over the media…
Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change…
By Verint Connect Member
This past week we held a webinar with Jeremy Cox from Ovum to review some research of more than 18,000 global consumers. Jeremy did a great job walking us through the data and laying out many of the aspects of customer engagement that organizations…
By Verint Connect Member
We all know that today’s customers have higher expectations than ever before. As highlighted in my recent Dataquest feature , the proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage…
By Verint Connect Member
Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time. There are no industry associations for back…
With the year drawing to an end, your organization may be in high gear, planning goals and strategies for 2016. Most people are looking for fresh ideas to engage customers more effectively. Learning from others who want to share their insights? That…
In a recent feature, Banking Exchange examined the delicate balance that financial institutions must strike between correctly identifying their phone customers and keeping them satisfied by avoiding long authentication processes. In today’s fast-paced…
As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with…
Transec UK ; December 2-3; Olympia London, United Kingdom Verint’s Ian Graham, vice president and United Kingdom country manager, will present “Reactive to Proactive Security with Advanced Situational Awareness” at 4:20 p.m. GMT on December 2. Topics…
By Verint Connect Member
Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest…
By Verint Connect Member
More and more, gamification is becoming an important part of organizations’ employee engagement efforts. They are finding its value related to coaching, performance management, change management and other elements of everyday work. Gamification is…
Agent Desktop or Employee Desktop applications have been around a long time. They were “born” to support agents in the contact center, which was the original channel (long before we uttered the word “channel”)—superseding the myriad digital channels that…
By Jeremy Cox - Ovum, Principal Analyst and Customer Engagement Expert
In this intensely competitive and disruptive environment, the need for outstanding customer service has never been more critical. With its role in contributing to a company’s brand promise, it is simply too important to be left to a single department…
Did you know that Verint Desktop and Process Analytics (Version 10 and higher) can enable you to quickly see productive and unproductive usage of the internet when you run reports? The solution can easily capture the URLs of sites that your employees…
By David Moody
In my previous blog, Don’t Let Fear Drive Your Digital First Customer Engagement Strategy , I pointed out that while many government organizations have implemented some form of digital-first strategy, many would say that those strategies have not yet…
By Verint Connect Member
Check out this infographic from Ventana Research 1 that we are using as part of a marketing campaign . The infographic, titled Customer Engagement in the Digital Age , shows that companies have to support up to 17 channels of engagement to interact with…
Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it…
Customers are in the driver’s seat now. They have more say than ever before in how they interact with the companies they do business with. Verint recently commissioned a research survey about customer service expectations in association with Opinium…
By Verint Connect Member
Do you remember the days when a phone call or mail and fax were the primary options customers had to receive service? While those options still remain, both consumers and businesses now have a rich set of alternatives for contacting product and service…
CRM Xchange Virtual Contact Center Conference November 2; Online Webinar Verint’s Rajeev Venkat, senior director, solutions marketing, and JaNae Forshee, director, cloud solutions global practice, will present “Four Modern Trends and Practices to…
Halloween is a dichotomy of trick or treat, and so are business initiatives to improve efficiencies through technology. Many programs and solutions promise sweet results, but businesses are often suspicious. Is the latest technology actually a wolf in…
By David Moody
During the past few years, I have had the privilege of meeting many government and public sector representatives to discuss their challenges and visions for digital-first customer engagement strategies . While most public sector organizations have implemented…
By John Chmaj
In a previous post “ Knowledge Management: How Do I Know I’m Doing It Right ? ” we explored some of the key outcomes one should see evolving from good KM. We’ve also explored benefits and new capabilities for customers, employees and the organization…
By Verint Connect Member
In my last blog , I described the two-sided challenge for organizations of rapidly evolving technology and constantly increasing customer expectations for a simple, virtually painless experience—no matter their chosen touch point. And, it’s not just customers…
Subscribe to our weekly or monthly digests of all the latest insights and articles from Verint.