Verint InTouch

Customer Engagement

The world is full of old and new—few of us go through day-to-day life the same way we did ten years ago. However, some things—like traffic!—remain essentially the same. Engaging customers is no different. The old and the new have been coexisting for a while now—2018 is where they truly merge. It’s ...
Every day the world generates 2.5 quintillion bytes of data. This number is so big as to be meaningless, like the distance from Earth to the nearest star or the size of the national debt. Businesses are overwhelmed, and many are ill-equipped to extract meaningful and actionable information from all ...
Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR? Mark Clark of Contact Solutions recently chatted with Verint’s Mark Kowal, who has spent more than 20 ...
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more ...
As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done.
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 ...
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 ...
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight of one of the fundamental building blocks of ...
In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior.   Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are ...
Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super detractors.” As you’ll read in my recent CIO ...
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.

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