Verint InTouch

Customer Engagement

Recent posts by:
Donna Denehy
Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization.  What could it be? Should we improve our classroom training, should we do more on-the-job ...
In part one of this blog series, we reviewed traditional quality monitoring (QM) and its shortcomings. We also explored how speech and text analytics can help improve the historical approach to QM by enabling the identification and categorization of assessable calls, flagging calls of interest, and ...
A stock portfolio of customer experience leaders had a cumulative gain of 22.5 percent (2007 to 2011) compared to a -1.3% decrease for the S&P 500 Index according to the February 2013 Forrester Research, Inc. report, “Why Customer Experience, Why Now?”  Yet 86 percent of survey respondents said ...

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