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 ...
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and ...
Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.  What started in a beautiful harbor in Sydney, Australia with a bang in May has now finished strong in December in London, where we doubled last year’s number of customer ...
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?   Considerations for a well thought out customer engagement strategy include ...
Four ways that speech insights can impact the contact center and beyond Speech analytics technology is becoming an essential change agent across the enterprise, with impact beyond the contact center, or customer engagement center. Many forward-looking organizations are using speech analytics to ...
In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and customer satisfaction should not be sacrificed for time savings. The good news is that it’s possible to ...
Not surprisingly, governments today are challenged with juggling resources and demand. As you may have read in part one of this blog series, Contact Solutions recently commissioned the Governing Institute and the Center for Digital Government to survey state government leaders to answer this ...
Governments around the world are increasingly realizing the impact outdated technology and poor processes can have on citizen engagement and operational burdens.
Personalization has become a cornerstone for building brand loyalty today.  Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast.
Self-service is quickly emerging as the preferred customer service channel for many consumers. However, offering the human touch by phone is still critical in many service scenarios. It’s evident that both emerging and traditional channels are required to meet the various needs of today’s busy and ...

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