In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution.  Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information ...
In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is ...
In today’s world, you don’t always have to call or wait on a helpline or in a chat window for a customer service agent to help you. You can immediately ask a crowd of customers, partners or customer service agents for help—online communities are open 24x7, so it makes the idea of going to a ...
As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview how I will be treated as a future customer. In fact, ...
In part one of this blog series I detailed two of the reasons why your customers need a customer service community: Self-service is becoming the preferred way to resolve product problems Customer communities are no longer “nice to have,” but an expected part of the customer service experience In ...
Verint Systems recently announced the acquisition of Telligent, a leading provider of software for customer support and digital marketing communities. Communities represent yet another channel for companies to communicate with their customers and employees, extending the vision of the omnichannel ...

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