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Entries for the ‘Omni-Channel Customer Service’ Category

Is Your Omnichannel Strategy Customer-Centric or Self-Centric?

How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences. Have you considered if your omnichannel strategy is customer-centric or self-centric? If you’re not capturing feedback from customers across all […]

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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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Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]

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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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Don’t Miss the Chance to Hear Trailblazing Sports Agent Molly Fletcher at Engage

The increasingly competitive nature of the marketplace continues to make every customer interaction important. Loyalty is at stake—quite frankly, your competitors are after your customers. The good news is really caring about your customers and being easy to do business with can help set you apart. This June 27-30 in Chicago at the Verint Engage […]

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Verint Speakers: Improving the Customer Experience and Workforce Management

Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is increasingly important, so why would a progressive company such as Bass Pro Shops move from flexible, […]

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Do Government Digital First Strategies Actually Deliver?

I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don’t know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them. Instead, I hear complaints, such as “It’s too easy for citizens to pick up the phone,” and […]

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It’s Not Enough to Focus Only on Contact Centers

For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording and monitoring interactions for quality, as well as workforce management, have enabled organizations to wring out the maximum degrees of […]

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Verint Speakers: Combatting Fraud and Understanding Your Customers

CRM Magazine – Roundtable Webinar March 2; Webinar Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To successfully connect with customers and prospects, it’s essential to understand their wants and needs. However, the […]

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Advancing the Verint Customer Engagement Optimization Portfolio with Contact Solutions

In today’s market, the dramatic increase in consumer and business use of social networks, mobile devices and new digital technologies is driving the need for omnichannel customer engagement, including innovative new self-service applications. Forward-thinking organizations understand the value of delivering personalized and contextually relevant interactions that enhance the customer experience and drive loyalty. In fact, […]

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