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Employee Engagement and Better Customer Engagement in 2016

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. After all, those are the people who serve your customers and help determine […]

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Joining the Self-Service Revolution

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 be an effective channel for handling customer service inquiries. Well-executed web self-service can offer tremendous […]

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Top 3 Uses for Desktop and Process Analytics

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/resume recordings for Payment Card Industry (PCI) compliance and data tagging recordings […]

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Legendary Sports Agent and Entrepreneur Molly Fletcher to Keynote at Engage 2016

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 Your Potential” at 10 a.m. on Tuesday, June 28. In this dynamic […]

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Verint Speakers: Meeting Rising Expectations and Why Bad Things Happen to Good Data

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’s growing increasingly clear that people want today’s customer service environments to help them get things done right—and fast. So, what […]

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Omnichannel Customer Engagement Must Consider the Branch or Store Employee

When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started […]

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Connecting the Data Points for Better Response

The volume, velocity and variety of data are increasing like never before, so how do we take this data and turn it into actionable intelligence? I’ll share an example where a tragedy might have been prevented had the pieces of the data puzzle been put together. In February 2010, Andrew Joseph Stack III, crashed a […]

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Elevating Customer Engagement Optimization

Are you helping your organization drive toward the Next Big Thing? In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence of workforce optimization (WFO) and engagement management (EM). He highlights several underlying trends in WFO […]

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How Community Solutions Are Advancing in the Age of the Customer

It’s a New Year and time to look at new ways to engage with your customers … new ways to connect users, exchange ideas, solve problems and share best practices. It’s also a great time to get to know your customers better. And why not start with a customer community? Verint and Telligent®, A Verint […]

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Fraudsters Know Your Mother’s Maiden Name

Thrilled about her recent promotion, Andrea rewarded herself with a trip to Italy. She enjoyed Rome’s marvelous museums and cathedrals but her real fascination was shopping. While visiting the famous shops on Via Cola di Rienzo, she received an alert on her smartphone. It was from her bank warning that she just maxed out her […]

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