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Customer Engagement

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency.  Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.1 Omer Minkara, VP & Principal Analyst of ...
Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break.  With fewer adults smoking, and work schedules being more fluid, we see fewer regularly scheduled breaks as ...
Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center.
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC).  The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research ...
Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Both ...
CRMXchange Roundtable: Best Practices in Workforce Management July 11; Online Webinar Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. ET. Organizations need to be able to react swiftly and efficiently to the intraday management ...
As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market.  Once again Verint solutions have been recognized, this time by DMG ...
CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver more personalized and proactive engagements. ...
It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. Although the back office was an entirely separate operation from the front office contact center in most enterprises, the similarities ...
Today, the care center experience can set companies apart. ATB Financial, a leading Canadian financial institution, is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create unique and amazing experiences for customers and team ...

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