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Entries Tagged ‘Recording’

Leading Personal Lines Insurer Prioritizes Customer Engagement

This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so they chose Verint Workforce Optimization and Customer Analytics solutions—including Verint Call Recording, Verint Quality […]

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Dynamic Media Leader Uses Verint to Improve Customer Satisfaction

This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing platform was no longer meeting the needs of the growing business, so it brought in Verint Workforce Optimization […]

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Improve the Customer Experience—Listen to Your Branches

Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to complete a transaction—they could attempt a mobile deposit or do an online product search, for […]

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Executive Networking at the Verint Engage Conference

As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27th in Chicago. Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes.   The 3rd annual Verint Executive Summit will also take place during Engage.  The summit will be hosted by […]

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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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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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It’s Not Magic, It’s Our Customers

Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change in the market as guided by the requirements of customers. Gartner has recently recognized Verint as […]

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Customer Experience Takes Center Stage

Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase customer loyalty. Areas of specific focus at the conference included: Innovation in digital customer experience. Attendees […]

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