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Why Speech Analytics Is a Must Have

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed […]

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Verint Speakers: Engaging Customers, Tackling Cyber Challenges, and Using Data to Improve Experiences

Customer Response Summit February 6-8; Las Vegas, Nevada Verint’s Greg Sherry, vice president, marketing, will lead an interactive general session with conference executives called “Customer Engagement LIVE!” at 2:30 p.m. PT on February 7.  Discussions will include how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce. Participants will meet and exchange ideas […]

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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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Verint Customer Experience Program Earns Two New Industry Honors

Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX.  Our own Nancy Porte, vice president of global customer experience, tirelessly commits her […]

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7 Areas to Consider for Your Voice of the Customer Strategy

Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty. Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer loyalty, reduced customer churn and deep insights into customer behavior.  Last week I interviewed the Director of Customer Insights […]

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Is There Common Ground Between Customers and Brands on What Loyalty Means?

Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels. The philosophy is customer experience. Brands are looking at the entire experience their customers are having and trying to first understand what the experience is and how to […]

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Improving Digital Engagement with the UK Government

Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve digital services were left empty-handed. The investment in faster broadband and cellular infrastructure shows that the demand […]

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For 2017, Resolve to Maximize Your Contact Center Technology Investments

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. Enterprises can thus strengthen the value from both solutions and likely be on their way to improving the customer experience. […]

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Delivering Great Customer Experience

Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition. As I have discussed in a previous blog for the Atlanta Business Chronicle, Bain & Company […]

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What Next? Tips for Prioritizing Your Automations

Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about how you might manage the technology so that it could be used to complete numerous tasks […]

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