Verint InTouch

Customer Engagement

In a blog post before the holidays, I discussed eight areas to consider as part of your automation and AI strategy. I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. How fast are organizations adopting AI in your ...
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 ...
Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR? Mark Clark of Contact Solutions recently chatted with Verint’s Mark Kowal, who has spent more than 20 ...
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 ...
This week Verint highlighted significant advances in automation innovation across its award-winning Customer Engagement™ portfolio, along with plans to launch new automation capabilities later this year. Leading enterprises recognize that the effective adoption and implementation of automation ...
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.
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 ...
If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?” The short answer is yes and no—and importantly, you should be doing the same things better.
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 ...
You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for ...
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share ...

Subscribe to Email Updates