This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so ...
This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing platform was no longer meeting the needs of the ...
Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to complete a transaction—they could attempt a ...
As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27th in Chicago.  Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes.   The 3rd annual Verint Executive Summit will also ...
Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a ...
For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording and monitoring interactions for quality, as ...
Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change in the market as guided by the requirements ...
Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase customer loyalty. Areas of specific ...
CRMXchange Virtual Conference: Quality Assurance and Analytics June 1-4; Online Webinar Verint’s Donna Denehy, director, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” at 2 p.m. ET on June 1. She will explore how recording, analytics and customer ...
According to the December 2014 blog post Framing the House of Customer Engagement Optimization by Verint’s Scott Hays, vice president, global solutions marketing, a complete customer optimization strategy requires enriched customer interactions, improved business processes, and an optimized ...
Could you spend US $150,000 per second? That’s the list price of a commercial during Super Bowl XLIX ($4.5M for a 30-second spot, just doing the math for you.) There is a lot of money at stake, not just for the network that broadcasts the game, but also for the players, coaches, venue, hundreds of ...

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