Verint

OCTOBER 23, 2017

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? The organization introduced text analytics and speech analytics to analyze more than 11,000 calls and customer comments from customer satisfaction surveys.

ROI 51

ROI Customer Engagement Engagement Banking 51

Verint

OCTOBER 17, 2017

In the contact center industry, the latest ripples of excitement are about artificial intelligence (AI) and the potential AI has to radically change customer service. Call me a skeptic if you like, but the scenario described above is not realistic. Sometimes it’s important to think these things through. Not so fast.

Contact Center 36

Contact Center Banking Industry Financial 36

Verint

OCTOBER 13, 2017

As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done. Sound too good to be true?

Contact Center 25

Contact Center Data Analytics Customer Experience 25

Verint

MARCH 22, 2017

However, millennials who work in a contact center may have an entirely different experience. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.

Contact Center 26

Contact Center Employee Engagement Engagement Technology 26

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Not only do they “wow” the selected premium customers—they also promote the Porsche brand. Opportunity abounds. Help your organization soar!

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

Verint

FEBRUARY 27, 2017

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive.

Contact Center 20

Contact Center Analytics Resources Customer Service 20

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Call Center Culture Trends 28

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

Verint

AUGUST 3, 2017

Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement.

Analytics 43

Analytics Marketing Contact Center Survey 43

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. The bolded items comprise the core elements of a complete customer engagement suite.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Verint

AUGUST 7, 2017

Field personnel were backed with an equally professional call center. Whenever a deep freeze occurred and the water stopped flowing, customers panicked. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges.

Management 27

Management Contact Center Call Center System 27

Verint

JANUARY 8, 2018

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 has become a focal point for automation and shared intelligence.

Trends 33

Trends Engagement Contact Center Customer Engagement 33

Verint

OCTOBER 2, 2017

Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers. Consero Contact Center Forum. October 22–24; Coral Gables, Florida. destination CRM.com Webinar. October 25; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Verint

FEBRUARY 13, 2018

Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. —remain essentially the same.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Verint

NOVEMBER 21, 2017

This encompasses both the transactional technology, like enterprise applications, as well as functional areas— particularly the back office where the physical processes which fulfill customer requirements are centered and carried out. The contact center is no exception to this rule.

Omni-Channel 32

Omni-Channel Connections Contact Center Insurance 32

Magellan Solutions

NOVEMBER 14, 2021

Where do you find an omnichannel contact center ? In our 18+ years of experience as an omni channel customer engagement solutions , we were able to interact with customers across these different channels, but not in the typical cohesive fashion. . As a result, customers experience an enhanced customer experience.

Omni-Channel 52

Omni-Channel Contact Center Customer Service Call Center 52

Verint

MAY 1, 2018

Customers from all over the world will convene for this annual event that highlights customer success, market trends, technology innovation, customer experience insights and best practices for simplifying, modernizing and automating customer engagement operations.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio Martins. Jim Tincher.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

JANUARY 17, 2018

Ongoing innovation in artificial intelligence technologies—such as machine learning, robotics and natural language processing—positions companies for accelerated growth by helping them modernize their customer engagement operations through greater automation.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Verint

JANUARY 31, 2018

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. As a rule of thumb, for every contact center agent at an organization, there are typically three associates who handle back-office work.

Contact Center 39

Contact Center Insurance Healthcare Banking 39

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio Martins. Jim Tincher.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

APRIL 12, 2018

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. What happens when a premier cruise line makes business outcomes a top priority?

Analytics 31

Analytics Average Handle Time Contact Center Innovation 31

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.

Strategy 25

Strategy Contact Center ROI Training 25

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. contact center industry. percent of our survey respondents currently own a call logging solution.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers.

Contact Center 30

Contact Center Call Recording Resources Technology 30

Verint

MAY 16, 2017

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Contact Center 42

Contact Center Management Average Handle Time Measurement 42

Verint

AUGUST 18, 2017

This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Customer Service 42

Customer Service Healthcare Contact Center Analytics 42

Verint

MAY 16, 2017

Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.

Customer Service 37

Customer Service Contact Center Engagement Customers 37

Verint

APRIL 20, 2018

As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year. Check out the customer profile and learn more about how HomeServe continues to use the voice of the customer to improve customer journeys.

Contact Center 22

Contact Center Analytics Customer Journeys Customers 22

Verint

AUGUST 16, 2017

A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the contact center, online self-service, mobile apps, etc.—but but that is changing.

Self Service 38

Self Service Contact Center Customer Satisfaction Customer Journeys 38

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

NOVEMBER 6, 2017

Bell Canada leverages VoC gathered through their digital channels to deliver cross-channel value that helps reduce customer churn, customer effort and volume of inbound contact center calls.

Contact Center 30

Contact Center Leadership Video Feedback 30

Verint

FEBRUARY 15, 2018

If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

Contact Center 26

Contact Center Average Handle Time Customer Journeys Customers 26

Verint

APRIL 30, 2018

The regulations are broad in scope, covering customers and employees, and regulations around data breaches, data requests from individuals, when a firm can legally process data, and more. It’s not surprising that with less than a month to go before enforcement begins on May 25, slightly more than half of all firms will not be fully compliant.

Contact Center 27

Contact Center Data Resources Customer Experience 27