Our latest insights

To subscribe to this blog and receive notifications when new articles are posted, click the notifications button below.

  • Webinars: How More Automation = Better Quality, More Engaged Employees

    By 

    Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee…

    0

  • Verint Executive to Host CIO Roundtable on Robotics and AI

    By 

    AI is a reality today because recent advances in AI technology have made machines more intelligent. By itself, AI technology doesn’t provide much value. However, when incorporated into an organization’s customer engagement strategy and overall business…

    0

  • Verint Speakers: Marketing Should Evolve as Customer Preferences Do

    By 

    MarTech Magnified: Evolve Your Marketing with Changing MarTech February 2; Tysons Corner, Virginia Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer…

    0

  • Modernizing the Enterprise with Back Office Automation

    By  Verint Connect Member

    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. That post continues a theme that we see in the media…

    0

  • Strengthen Your CX Program With Online Communities: 3 Ways

    By  Verint Connect Member

    Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter…

    0

  • How CX Delivers Business Value

    By  Verint Connect Member

    In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention. However, even market leaders need…

    0

  • Fervent Fans Give Customer Feedback to Verint for Turnkey Intelligence

    By 

    Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable…

    0

  • Mastering the Art of Listening in 2018 and Beyond

    By 

    Every day the world generates 2.5 quintillion bytes of data. This number is so big as to be meaningless, like the distance from Earth to the nearest star or the size of the national debt. Businesses are overwhelmed, and many are ill-equipped to extract…

    7

  • Better than the Oscars! The Verint 2018 Engage Global Customer Awards

    By 

    Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee…

    0

  • Verint Accelerates Automation Innovation with Next IT Acquisition

    By  Verint Connect Member

    In a blog post before the holidays, I discussed eight areas to consider as part of your automation and AI strategy. I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. …

    0

  • Why Automated QM Is the Next Step in Improved Customer Engagement

    By  Verint Connect Member

    Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. In today’s customer care environments, a strong quality management …

    0

  • Is CX Treated as a Strategic Imperative in Your Business?

    By  Verint Connect Member

    If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative…

    0

  • Are You Ready? Cybersecurity Network Needs for 2018

    By  Verint Connect Member

    2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Because of the numerous security-related events that occurred, we saw an overall trend of end users moving from simply…

    1

  • Top Workforce Engagement Trends for 2018

    By 

    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…

    0

  • What Your CX Program Can Learn from My Five-year-old Daughter

    By 

    When was the last time you examined why your CX program does what it does? In this era of increasing expectations and often decreasing budgets, asking “why” about focus areas can make a significant difference. No one has the luxury of boiling the ocean…

    0

  • Happy Holidays From Verint!

    By 

    We are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to an amazing 2018!

    0

  • Eight Areas to Consider as Part of Your Automation Strategy

    By  Verint Connect Member

    Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans in place for automation innovation? Verint…

    0

  • Join Verint May 14-17 in Dallas, Texas for Engage 2018

    By 

    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…

    0

  • Why Community Is Essential to Your Digital Customer Support in 2018

    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…

    0

  • The Evolution of Self-Service: An Interview

    By 

    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…

    0

  • Automated Quality Management Drives Objective Evaluations, Job Satisfaction

    By 

    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…

    0

  • Are You Using All That Workforce Optimization Has to Offer?

    By 

    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…

    0

  • Experts Share the Value of Evolving Quality Programs with Automation

    By 

    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…

    0

  • Customer-Initiated Feedback: A New Window into the Customer Journey

    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…

    0

  • Closing the Gap Between the Front and Back Office

    By 

    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…

    0