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…
By Verint Connect Member
Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue…
By Verint Connect Member
We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the…
A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information…
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