Verint InTouch

Customer Engagement

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and ...
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 ...
DestinationCRM Roundtable: Delivering Great Customer Experiences That Actually Achieve Measurable Business Outcomes November 8; Online Webinar Verint’s Raj Sivasubramanian, director, CX consulting services, will explain how to deliver CX initiatives that positively impact broader business ...
John’s cell phone has started making a constant buzzing noise and the battery is draining quickly. An internet search brings up some information from a third party website for cell phone enthusiasts.  At their advice, he uninstalls a particular app and the problem appears to be resolved.
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 ...
In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution.  Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information ...
CRMXchange Roundtable Webinar October 12; Webinar Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. ET. This session will explore the expectations of today’s consumers—from customers being able to connect with ...
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 ...
In this fast-paced world we live in, it is becoming increasingly more important to be able to perform our jobs on-the-go or in less traditional settings. Advancements in technology have enabled us as a society to meet these demands, and in some cases, improve our job performance.
In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is ...
In my last blog, Social Community—Hey, Get Your Own!, I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities—when used together—create a more comprehensive, ...

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