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…
Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank ’s Barbara Corcoran and…
By Verint Connect Member
October really has become a focal point all over the world for customer experience. If you travel quite a bit globally, you see it in airports, hotels and signage everywhere. Why all of the buzz around customer experience this month? A lot of it has to…
By Verint Connect Member
Today, the care center experience can set companies apart. ATB Financial, a leading Canadian financial institution, is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create unique and…
By Verint Connect Member
Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely…
Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal…
By Jerry Silva - Global Banking Research Director, IDC
One of the most often-used phrases in financial services technology today is "enterprise infrastructure." In recent discussions with IT executives, I've heard them speak of "enterprise data architecture," "enterprise risk management," and so on. The phrase…
By Verint Connect Member
In cities around the globe, police officers and public safety officials work to ensure the safety of millions of residents—a prospect that must often feel daunting. Consider the fact that one of the world’s largest municipal police forces—New York City…
By Daniel Ziv
We’ve probably all heard that context is king. In the realm of understanding customer needs in an increasingly complex world, the importance of this phrase cannot be underestimated. Are you mining the wealth of data in customer analytics to improve your…
By Verint Connect Member
All week, we at Verint and many of you have been celebrating National Customer Service Week. This week-long event spotlights how great customer service is the foundation of successful companies. We honor and thank the professionals on the frontlines who…
By Verint Connect Member
I always find it interesting when people fight the inevitable. I live and work in the Washington D.C. area and fly out of Washington Dulles often. Like most in the tech industry, I use Uber or Lyft to get to and from the airport. It is convenient, reliable…
By John Chmaj
In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization . What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers of value for…
By Verint Connect Member
Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the exemplary…
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