As part of its 11th annual Global Technology Survey, the Technology Services Industry Association (TSIA) is seeking feedback on 40 categories of tools used by professionals in customer support, professional services, education services, managed services…
By Verint Connect Member
For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions…
By David Moody
I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don't know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them…
By Verint Connect Member
Nobody’s perfect—it’s an expression we’ve all heard thousands of times. Despite the popularity of this phrase, society continues to set unachievable standards by which to measure ourselves. From airbrushed photos of celebrities to athletes who feel pressured…
By Verint Connect Member
One of the best things you can do for your customers is save them time and effort. And if you’re looking for a way to help increase loyalty, these are great starting points. That’s where Telligent Community social self-service can help. With the rising…
By Verint Connect Member
When was the last time you actually walked into your bank or even spoke to a bank representative? For many of us, these activities are now rare occurrences. When was the last time you had a travel agent book a trip for you? It has probably been quite…
By John Chmaj
Designing a knowledge base involves more than just categorizing a set of content and indexing it onto a page. In fact, a well-formed knowledge base can seem almost magical in its ease of use, power of search, and quality of results. So, how can we create…
Organizations are increasingly trying to make good use of their time and monetary resources—and discover ways to engage customers more effectively. Verint customers have the opportunity to do all three in Chicago, June 27-30 at the Verint Engage Global…
For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording…
By Verint Connect Member
With the convenience of online transactions comes the serious inconvenience of credit card fraud. This has led financial organizations to increasingly focus on ways to mitigate the rise in fraudster activity. Banks and online merchants should be aware…
Appointments are really the norm in most businesses today. From Apple ® stores 1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day…
CRM Magazine – Roundtable Webinar March 2; Webinar Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To…
By Verint Connect Member
In today’s market, the dramatic increase in consumer and business use of social networks, mobile devices and new digital technologies is driving the need for omnichannel customer engagement, including innovative new self-service applications. Forward…
By Paul Stockford, Chief Analyst, Saddletree Research
Can you spare five minutes of your time? I have an opportunity for you to make your voice heard. The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree…
By Brian Koma
It’s sometimes hard to really know how your customers feel about you. Your methods for listening to and measuring your customer feedback are key to getting this right. Let’s start with your approach. Is the perspective of your customer feedback program…
By Verint Connect Member
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer…
By Dave Capuano, Verint and Michael Southworth, Contact Solutions
Today, we’re pleased to announce Verint’s acquisition of Contact Solutions , a leading provider of cloud-based voice and mobile customer care solutions. Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less…
Today, it is all too easy for customers to switch to a competitor. More than ever, organizations need to balance the need to get the most from their operations while also equipping employees to offer the best possible customer experience—and thus be more…
By Verint Connect Member
Competition for customer loyalty is fierce today—organizations are looking for every advantage. One of them can be a strong community. I recently spoke with eWeek about the enhancements made to our Telligent Community solution, which include community…
By John Chmaj
Knowledge management (KM) is a well-accepted practice for organizations that want to develop and use their information assets as effectively as possible. What is often not as well understood is the ongoing effort and focus required to achieve the full…
Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well…
Web self-service is the most widely used communication channel for customer service, surpassing the use of the voice channel for the first time. 1 Not only is having a website in today’s marketplace a requirement, but your company’s website must also…
By Verint Connect Member
Desktop and Process Analytics have been around for a while now—this valuable tool set has a myriad of uses. And yet, many are narrowly focusing their use of it. We see many of our customers using the solution to solve three common problems: Stop…
Attendees at Engage 2016 , the Verint Systems Global Customer Conference, will be in for a special treat at the event in Chicago in late June. Molly Fletcher , referred to as the “female Jerry Maguire” by CNN, will deliver a keynote presentation on “Unleash…
destinationCRM.com Roundtable Webinar February 10; Webinar Verint’s Scott Hays, vice president, global solutions marketing, will present as part of a roundtable called “How to Meet Rising Customer Service Engagement Expectations” at 2 p.m. EST. It…
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