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Customer Engagement

I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off of to the giant tortoises whose ...
You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for ...
Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well.   Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your ...
In a recent ETCIO.com article, Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes ...
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor.
As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market.  Once again Verint solutions have been recognized, this time by DMG ...
  Earlier this week Verint took part in the Customer Contact East: Frost & Sullivan Executive MindXchange in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change. Verint’s own research has shown that:
There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers are armed with smartphones. These and other ...
Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs It” at 12:55 p.m. ET. Buying the latest ...
We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle these business challenges? I recommend the ...
Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts ...

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