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Entries Tagged ‘Unified Agent Desktop’

Customer Engagement Optimization: Enabling “First Person” Issue Resolution

As I discussed  in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce optimization initiatives. I met with the president again a couple weeks ago, and we discussed some additional areas around […]

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Creating a Customer-Centric Culture

As Ryan Hollenbeck mentioned in his July 7 blog, Verint recently hosted the Engage™ 2016 customer conference for more than 1,200 attendees from over 15 countries. Conference sessions included keynotes, panels, breakout sessions, and other interactive workshops and meetings. We also held an Executive Summit which included discussions on customer engagement strategy, business optimization and […]

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Omnichannel Customer Engagement Must Consider the Branch or Store Employee

When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started […]

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December Speakers Talk Customer Engagement and Situational Awareness

Transec UK December 2-3; Olympia London, United Kingdom Verint’s Ian Graham, vice president and United Kingdom country manager, will present “Reactive to Proactive Security with Advanced Situational Awareness” at 4:20 p.m. GMT on December 2. Topics to be discussed include the key ingredients for creating advanced situational awareness, how threats in transportation are evolving and […]

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Employee Desktop—More Relevant Than Ever in Digitally Disruptive Times

Agent Desktop or Employee Desktop applications have been around a long time. They were “born” to support agents in the contact center, which was the original channel (long before we uttered the word “channel”)—superseding the myriad digital channels that came afterward. Because of this, I think all too often organizations can overlook the significance of […]

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Enable Your Contact Center Agents to Disrupt the Digital Disruption

Do you remember the days when a phone call or mail and fax were the primary options customers had to receive service? While those options still remain, both consumers and businesses now have a rich set of alternatives for contacting product and service providers to seek resolution on their issues. Among them are social media, […]

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Staying Fit with a KM Health Check

In a previous post “Knowledge Management: How Do I Know I’m Doing It Right?” we explored some of the key outcomes one should see evolving from good KM. We’ve also explored benefits and new capabilities for customers, employees and the organization itself. So now, how do we know we are doing it right, and how […]

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Better Outcomes, Less Effort

Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal of any customer service interaction is to resolve the customer’s issue. It may sound […]

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Next-Gen Desktop for Next-Gen…No…All Employees

There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it nauseating. Like I don’t use a smart phone and adeptly use apps and the web and even the […]

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Digital Disruption: The New Workforce and Demanding Customers

The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it’s imperative not to downplay the engagement and empowerment of employees. Successful organizations will be the ones that are […]

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