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Entries Tagged ‘customer engagement optimization’

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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Beyond Surveys: 5 Methods to Learn More About Your Customers

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It’s quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. When you are ready […]

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Verint Speakers: The Omnichannel Customer Experience, Analytics-Driven Value and Financial Compliance

Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share ways to speed up the “time to value” of data programs and projects—and how to encourage a culture […]

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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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Customer Engagement LIVE! Executive Summary

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives.  One of the primary themes of the conference was “Leaders Learning from Leaders.”   Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion […]

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Photojournalist and Author Dewitt Jones to Speak at Verint Engage Customer Conference

Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and learn from other attendees and speakers—including Jones, who spent 20 […]

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CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down for a moment to […]

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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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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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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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