Verint InTouch

Customer Engagement

Recent posts by:
Oscar Alban
In the customer engagement center market, one technology continues to stay hot—and that’s speech analytics. Not only is it critical to the future of better understanding the customer journey when combined with other technologies—such as enterprise feedback management and text analytics—speech ...
Speech analytics and text analytics are extremely valuable tools in the battle for that precious data contained in recorded conversations with customers and in the text-based channels where they regularly communicate. Text and speech analytics enable you to understand the drivers of issues critical ...
The customer service landscape is changing rapidly. Today’s customers have a variety of channels to go to for help, such as the contact center, company website or live chat with a customer service agent. More than ever before, customers are opting to begin this type of interaction through self ...
We hear about the voice of the customer a lot these days when it comes to programs and initiatives that enhance customer satisfaction, customer loyalty and the overall customer experience. However, the voice of the contact center agent is just as important--and a critical component to any ...
In the first part of this blog we discussed the importance of including the voice of your customers (VOC) in the quality monitoring (QM) process. Here we are going to discuss some ways howyou can get started implementing VOC into your QM process: Gather customer feedback from all customer touch ...
Ever since the first call was monitored and evaluated in a contact center, the measurement of quality has been an inside-out view. The determination of what constitutes ‘quality’ has been based on internal thinking, internal guidelines and easy-to-measure internal metrics. Did the agent cover all ...

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