Verint InTouch

Customer Engagement

In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation ...
In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that ...
This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing platform was no longer meeting the needs of the ...
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?   Considerations for a well thought out customer engagement strategy include ...
Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling into a company? But this capability and focus on quality has mostly been limited to the contact center.  Why? The customer ...
Squiz Summit September 8; Sydney, Australia Verint’s David Moody, vice president and global practice leader, government and public sector, will present “1+1=WOW: The Benefits of Bringing Together Technologies That Were Made for Each Other” at 2:15 p.m. AEST. Web content management systems, ...
Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is increasingly ...
There is a tremendous opportunity to improve how quality is managed in most contact centers. It is ripe for disruption. As I was putting together my thoughts on this blog I went to Investopedia to look up their definition of Quality Management. They state that quality management is the act of ...
For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording and monitoring interactions for quality, as ...
In a recent feature, Contact Center Pipeline highlighted Verint’s Brian Koma, vice president and customer experience practice leader, and other industry experts who discussed which elements of the contact center QA process will need to be reevaluated to effectively monitor performance across ...
Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase customer loyalty. Areas of specific ...

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