By Verint Connect Member
This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good…
The world is full of old and new—few of us go through day-to-day life the same way we did ten years ago. However, some things—like traffic!—remain essentially the same. Engaging customers is no different. The old and the new have been coexisting for…
Reacting after the fact to an unforeseen security event used to be the only option for bank officials. But now, as financial organizations are facing a new risk paradigm that encompasses both cyber and physical threats, the level of intelligence needed…
Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee…
AI is a reality today because recent advances in AI technology have made machines more intelligent. By itself, AI technology doesn’t provide much value. However, when incorporated into an organization’s customer engagement strategy and overall business…
MarTech Magnified: Evolve Your Marketing with Changing MarTech February 2; Tysons Corner, Virginia Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer…
By Verint Connect Member
In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry. That post continues a theme that we see in the media…
By Verint Connect Member
Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter…
By Verint Connect Member
In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. However, even market leaders need…
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…
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