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Entries for the ‘Knowledge Management’ Category

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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Why Knowledge Management Is Important

Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer. Organizations interested in developing loyal, long-term customers—not to mention more satisfied employees—should consider taking a look at the many advantages that knowledge management offers. Read […]

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Building a Knowledge Management Business Case

During the first two webinars in our Knowledge Is Power series, we learned how Knowledge Management, when done well, can provide tremendous benefits to your customers, employees and organization. We all probably know that KM drives business outcomes, but how does it generate value? How can you build a credible business case?  How can you […]

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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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Knowledge Management: How Getting Your Employees to Become in the Know Helps Your Business

Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough to ensure customer satisfaction and loyalty. This couldn’t be further from the truth. Customer experiences are shaped by what […]

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Getting Knowledge Management Right: Ask the Experts

Have customer service issues become more complex in your organization? Has the rise in self-service meant that only the most challenging questions enter your contact center? Have these challenges led to long calls and inconsistent results? Knowledge management is a critical tool in the modern contact center. As customer issues grow in complexity, it is […]

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Convergence: The Big Pivot for Financial Security

All you need to do is open a magazine, turn on the news or walk the floor of an industry tradeshow to know that the security landscape is changing.  In previous years security was limited to the protection of physical assets and people—but that is no longer the case.  A convergence is underway that will […]

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Engage 2016 Conference Agenda Announced

Engage, Verint’s global customer conference, is approaching fast—and now is a great time to check out the agenda to see what’s being planned at this lively event.  When the conference kicks off in Chicago on June 27, attendees will have the opportunity to choose from over 100 breakout sessions, 11 user groups and eight themes—all […]

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Be Part of the 2016 Engage Global Customer Awards

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 morale? If so, then be sure to submit a nomination for the 2016 Engage Global Customer Awards! The Engage Global Customer Awards […]

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Design Your Knowledge Management Future

Designing a knowledge base involves more than just categorizing a set of content and indexing it onto a page. In fact, a well-formed knowledge base can seem almost magical in its ease of use, power of search, and quality of results. So, how can we create these types of intuitive, efficient experiences? We do it […]

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