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Entries Tagged ‘Contact Centers’

Rev Up the Pulse of Contact Center Operations

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity. […]

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VWR International Puts Verint Enterprise Feedback Management to Work

As a global laboratory supply and distribution company, VWR needed a platform to capture, collect and analyze customer feedback. To better capture the voice of the customer, the company selected Verint Enterprise Feedback Management (EFM)—through which the company has been able to identify areas of improvement, assess training needs, and hold agents responsible to a […]

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What’s in Store at the Verint Engage Global Customer Conference?

These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference. Our agenda is packed with opportunities to learn from experts, share […]

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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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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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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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Getting the Customer Experience Right in 2017

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences. Hollenbeck noted the following as he […]

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Why Is Meeting Service Level Agreements So Challenging?

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.  One work item can easily cross three to five functional areas, e.g., contact center, account maintenance, order fulfillment, shipping, billing, etc. […]

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Looking Ahead: 2017 Business Challenges and Opportunities

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought out customer engagement strategy include determining how you can enrich customer interactions, improve business processes, and optimizing the […]

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Going “Back to the Future” with Silos

In another life, as “Bob the Movie Man,” I am a prolific film reviewer—so, I often frame business problems in terms of famous movies. For those old enough to remember “Back to the Future,” Marty McFly jumped into Doc Brown’s souped-up DeLorean and traveled back in time. What would happen if Marty got into the […]

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