Verint InTouch

Customer Engagement

The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link ...
A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and ...
Understanding the practical implications of digital transformation demands inclusion and assessment of the delivery capabilities of an enterprise, alongside thoughtful management to optimize. This is particularly true of those B2C businesses which are continuously faced with the challenge of ...
We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.
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 ...
In my previous blog post, I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center ...
One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization ...
Engage APAC Customer and Partner Conference 2017 September 6-7; Melbourne, Australia Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for ...
What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive business and workforce optimization at your ...
Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center.
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC).  The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research ...

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