Verint InTouch

Customer Engagement

When you think of the banking sector you would be forgiven for not thinking of pioneering strategies to increase customer satisfaction and quick, effective complaint handling.  It would appear you’re not alone.  Which? found in a recent report that of the 12 million people that had problems with ...
Recently I had to go through the rigmarole of renewing my car Insurance. It’s probably worth mentioning that I had no desire to leave my current provider; quite the opposite in fact. I had the misfortune this past year to be involved in a minor altercation with a van on the M25, and during the ...
As retail banks see an increase in the use of Internet and Mobile banking technology, the need for day to day use of the Retail branch continues to fall, yet branch numbers remain steady. Why is that and how can banks deal with an ever decreasing footfall? It is critical for banks to understand ...
Each interaction represents an opportunity to strengthen or diminish the quality of the customer experience. Therefore, it’s critical that organizations leverage resources available to them to drive more positive interactions. Put Technology to Work for Your Organization Voice of the Customer (VoC) ...
Over the past year I have seen and experienced many great examples of social media communication, where organisations are listening, responding and engaging with followers. Unfortunately, for every business that gets it right, there are many who don't and instead use social media as a way of ...
Contact center agents know more about what is happening in a company than almost any other employees in the organization, since customers are not shy about sharing their thoughts and opinions when they call. Unfortunately, few contact centers have a formal or even informal process for sharing this ...
I read an interesting article recently about how some people are naturally very “smiley” and others are not. The ability to smile a lot, and to put people at their ease, seems to be a disposition people have, and not something that can be easily taught. You may have heard the adage that “the ...
It is surprisingly easy to switch suppliers. In the last three years I have switched banks, TV, broadband and mobile. While an increasingly easy process, for obvious reasons it is not necessarily promoted. For the years I complained about my bank, my bugbear were the fees on overdraft and the bad ...
In a “previous life”, I was a senior stake holder/manager in a large Contact Centre Operation with a multi-channel environment. With complex front and back office departments, various geographical locations with employees’ with different skills, languages and cultures, using a multitude of ...
The world of customer service is evolving and understanding the next generation of consumers must be a priority for organisations in order to best understand where to focus their efforts. Retaining and generating loyal customers, healthy profit margins and crucially, positive coverage on social ...
I remember being told that a customer who receives excellent customer service will tell one person about their experience, but a customer who receives poor service will tell ten. This always seemed quite harsh to me, as if little appreciation was given to those people who strive to build a ...

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