Self-service solutions are no longer a luxury for an organization’s contact center operations. Customers expect to find the assistance and information they need whenever they need it and in the channel of their choice.
Companies have deployed Verint…
Do you have full visibility to how your workforce is handling customer interactions? Do you have gaps in your data?
Inputs from your ACD, agent metrics, speech analytics, quality management—that’s all you need to get a complete picture of your customer…
Dun-da…dun-da…dun-da…dun-da dun-da dun-da. Is that the sound of an approaching great white shark...or, perhaps, an impending recession? There is a great deal of uncertainty in today’s world—while the threat of recession is certainly worrisome, the challenge…
Best Practice Roundtable: The Future of Workforce Optimization
July 12; Webinar
Join Verint’s Trudy Cannon, Director, GTM Strategy – Workforce Engagement, for this session at 1 p.m. ET. To best optimize your workforce, companies need to combine WFM, Quality…
One of the most renowned names in the financial services industry provides financial innovations and solutions to help individuals, governments, and businesses realize their greatest potential. The company aimed to empower its global contact center operation…
Engage is four weeks away—the countdown is on!
It’s been a long time since we’ve been together. We are so excited that Verint® Engage®, the industry’s premier global customer engagement event and our biggest of the year, is coming up in June. We…
It’s less than three months away!
We are so excited that Verint® Engage®, the industry’s premier global customer engagement event and our biggest of the year is coming up in June. We can’t wait to be back in person with you June 13-16 at the Hyatt…
SWPP Annual Conference (Society for Workforce Planning Professionals)
April 4-6; Omni Nashville Hotel, Nashville, Tennessee
April 4:
Join Verint’s Nicole Nevulis, Senior Director, Go-To-Market Strategy, and Trudy Cannon, Director GTM Strategy, Workforce…
Admittedly, it’s been a very long time since I was responsible for a call center. We called it a “call center” back then because the telephone was the only way to reach us. Since there was no limit as to what topics callers could bring up, our agents…
For many companies, delivering an excellent customer service experience has never been more challenging than it is right now.
Customers are engaging with brands through digital channels at unprecedented levels—and they expect a great customer experience…
The City of Hamilton in Ontario, Canada, sits on the western tip of Lake Ontario. More than 500,000 residents depend on the municipality for public health, social services, waste removal, and a variety of other services—with the City’s contact center…
This week Verint announced that Verint Knowledge Management has been recognized by KMWorld for four industry awards over the past year.
KMWorld has more than 25 years of market coverage experience and is a premier resource for actionable advice and real…
As we enter 2022 the business environment for the most part is very positive. Wages are up, unemployment is down, and consumers are waking up from their COVID-induced slumber and out spending money again.
But not everything is rosy.
Inflation is taking…
Verint took an important step in cementing its position as “The Customer Engagement Company” when it recently acquired Conversocial, a fast-growing company that facilitates interactions between businesses and customers via private messaging channels.…
AI at Your Service: How Contact Centers Can Make the Most of AI in a Digital-First World
November 2; Online event
Join Donna Fluss, Founder and President of DMG Consulting, and Jen Snell, VP, Go-To-Market, Conversational AI at Verint, for this live webinar…
PanAgora Pharma CX Tech Summit
October 6; Online event
Join Verint’s Megan Brown, VP, Cognitive Solutions, Verint Intelligent Self-Service, for “A Smart Start: Pre-Built Intelligence to Drive Your Digital Transformation” at 10:45 a.m. EDT. Although businesses…
The popularity of low-code intelligent virtual assistants (IVAs) has been fueled not only by a desire for faster deployments, but also a need for non-programmers to work on the back end of the chatbot.
We’ve seen this firsthand with the recent launch…
Online communities have never been more necessary than they are right now. Customers are buying online more than ever and are looking for a place to communicate about a company’s products and services—as well as a place to self-serve during and after…
Self-service is a hot topic in 2021! From chatbots to AI, machine learning, knowledge management and more, self-service is influencing the way customers interact with businesses. Through multiple communication channels such as virtual assistants, chat…
I’ve been covering the contact center industry since my career as an analyst began at Dataquest back in the dark ages—1989. After 30 years I thought I’d seen pretty much everything from an industry perspective. That was until 2020 came along.…
While Engage21 May Be Over—You Now Have Nearly a Year to Explore!
Thank you to everyone who made Engage21 such a great success—we hope you enjoyed it as much as we did!
We all know the last 15 months have been unprecedented. So how have companies…
At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner.
David Hudspeth, Customer Service Manager at Shoe…
The world of the contact center—like everything else—has changed dramatically over the last year+. The shift to primarily working from home has been well-documented. We are getting closer to emerging from COVID restrictions and getting back to “normal…
We want to thank everyone who attended Engage21! It was a terrific event, and we are so grateful to everyone who had a hand in making it happen. We are thrilled that so many of you from across 80 countries took the time to join us.
And now, it moves to…
This is the week—it’s almost here! Have you registered yet for Engage21? Don’t worry, because there’s still time. Registration is still open for our annual Engage event—we’re holding it virtually on May 19-21, 2021. Make sure you…
