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The Intelligent Contact Center in Action

The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers? For one home repair and maintenance provider, intelligent service centered around connected systems. Through extensive […]

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Connected, Contextual, Consistent—Intelligent Customer Service

I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover, employees benefit too, because a central set of cross-channel tools gives them the unified customer history, joined up processes […]

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Intelligent Customer Service: Connected, Contextual, Consistent

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics […]

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Social Customer Engagement Requires Agility

Business agility has been described as the ability for organizations to sense, prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential responses to these challenges. And finally, it must be able to act effectively, if […]

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Building a Business Case for Knowledge Management

It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time and error rates should go down and customer satisfaction should go up. In fact, Aberdeen Group has found that best-in-class knowledge management users have significantly higher customer retention […]

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The Digital Tipping Point: How to Balance Self-Service & the Human Touch

Self-service is quickly emerging as the preferred customer service channel for many consumers. However, offering the human touch by phone is still critical in many service scenarios. It’s evident that both emerging and traditional channels are required to meet the various needs of today’s busy and demanding consumers. However, to best meet them across these […]

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Top Strategies for Self-Service Success

Are you looking to implement self-service for your customers, or are you assessing the quality of your current self-service solution? Would you like to hear some tips on achieving self-service success? Self-service is a tremendous tool for organizations, offering a way to save money while improving the customer experience. When executed properly, it can reduce […]

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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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Riding the Wave—Verint Named a Leader in Customer Service Solutions for Enterprise Organizations

Forrester Research recently recognized Verint as a Leader in The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q4 2015 report. Naturally, we’re pleased to be recognized for what we believe is our hard work in making the customer service technology that employees use as powerful as possible—and for how our solutions help keep customers […]

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Better Outcomes, Less Effort

Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal of any customer service interaction is to resolve the customer’s issue. It may sound […]

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