Verint InTouch

Customer Engagement

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to enter for ...
Ovum believes the major benefit of Automated Quality Management is the freeing up of valuable supervisory time from scoring to be used for coaching and other agent support efforts. In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer ...
If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share. But even if CX is a strategic imperative, proving your CX initiatives drive ...
Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that—every advantage is important. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online ...
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 ...
As many have learned when trying to uncover CX pain points, there is no “one size fits all” approach to prioritizing and acting on feedback. Often, the issues resulting in the most feedback are indeed the most significant and, once resolved, will have the biggest overall business impact.
You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online ...
Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen?   Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column, I wrote about how to achieve this when you’re starting a ...
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Engagement Strategies Media about why engagement is emerging as a field with significant room for growth.  As today’s world moves faster and customer demands only grow, there’s a major competitive advantage for ...
Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding ...
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 ...

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