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Customer Engagement: Executive Perspectives, Part One

Over the weekend I read a Fortune online story by journalist@KatherineLewis that suggests customer service associates in contact centers should stop providing “scripted empathy.” She states that industry experts agree that providing associates with scripts or “canned” responses to customer service defects can be misguided—and even somewhat disingenuous. This article made me think of recent […]

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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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Meeting the Demands of Accelerating Customer Expectations

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 amazing experiences for customers and team members alike. I presented a session with ATB yesterday at the Frost and Sullivan Executive MindXchange […]

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Customer Service Excellence and Cost Savings Help Customers Score Big

At a recent Verint Americas Customer Advisory Council (CAC) meeting, the agenda included introducing new members, reviewing the 2015 member profile survey, and reviewing “creative practice” presentations from two CAC members. Both presenters discussed customer experience excellence and the importance of cost reduction and business optimization at their organizations—both topics very much top of mind […]

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Customer Experience Takes Center Stage

Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase customer loyalty. Areas of specific focus at the conference included: Innovation in digital customer experience. Attendees […]

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How Contact Center Agents + Digital Channels Drive Engagement

In a blog post last week titled The Role of People in the Digital World, Verint’s Steven Thurlow, vice president and global practice leader, engagement management, discussed how companies and organizations have adapted to a digital world, allowing customers to research, shop and get help online at their convenience. Steven made the important point that […]

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Webinar: Super-Charge Your Customer Engagement Strategy

Many organizations are facing increasing customer demands for higher quality of service, personalized engagement, and an easy, integrated way of doing business. Are you? If so, we invite you to learn more about an Engagement Management offering that can help super-charge your customer engagement strategy. Are you ready to engage your customers more effectively to […]

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Peer and Executive Networking at Driving Innovation 2014

The Verint Driving Innovation™ global user conference will take place next week, June 9-12, at the Hilton Lake Buena Vista in Orlando, Florida. This year’s conference program takes an in-depth look at how organizations are leveraging Actionable Intelligence® to drive customer engagement optimization, as well as manage fraud, risk and compliance—through the use of enterprise workforce optimization, customer analytics, […]

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Verint and KANA at the Contact Center Expo & Conference in San Diego

Verint and KANA are engaging in our first joint industry conference presence in North America during the Contact Center Expo & Conference at the San Diego Convention Center in San Diego, California. The Contact Center Expo is a leading global gathering for the contact center industry and known worldwide as an essential forum for educational […]

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