5 Proven Ways Knowledge Management Improves CX

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Knowledge management (KM) offers a single source of truth to efficiently deliver answers to questions. By helping connect people to information, KM has numerous benefits to help you improve customer experience and save money.

WATCH THE VIDEO: Top 5 Benefits of Knowledge Management

Benefits of knowledge management include:

  1. Lower average handle time
  2. Provide consistent information
  3. Lower contact volume
  4. Reduced escalations
  5. Increased first contact resolution

In this blog, we share some … Read More

Automated Quality: Building a Compliance Culture | Verint Virtual On-Demand

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One of our top sessions from Verint Virtual 2020 is now available on demand! Join Siobhan Miller, VP Portfolio Market Strategy, as she showcases how to use automated quality management (AQM) to build a compliance culture.

Verint’s customers have successfully been using AQM to improve agent performance and improve interactions with their respective customers. After listening to feedback from these customers, we have learned that they are experiencing a variety of compliance challenges.

In this … Read More

The new Verint Experience Index: Electric Utilities

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The new Verint Experience Index: Electric Utilities report reveals that delivering on CX pays off for providers. Consumers who have a great experience have a:

Based on input from more than 6,200 electric utility customers, the report makes it clear that customers judge utility providers by the same experience yardstick they use for retail, banking, and other marketplace interactions: They expect convenience and personalization, and reward providers that deliver.

In the rankings of 25 top … Read More

Get Curbside Pickup Right: A CX Strategy Guide

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Retailers are facing unprecedented challenges in today’s world. Any and every advantage is critical.

The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers need to think about how physical locations factor into the journey.

Retailers will need to keep innovating on the value that store locations provide, evolving toward becoming true “flexible fulfillment centers,” … Read More

Contact Centre Automation: Moving to the Head of the 2020 Class

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While the term “reimagining” has been a commonly used buzzword in the contact centre industry for years, and one that I’m guilty of using myself in the past, the current coronavirus crisis has forced the industry to move quickly from the realm of imagination to the hard truth of reality.

Artificial intelligence (AI) is a technology category that the contact centre has been fascinated by for the past several years, without feeling any pressure to … Read More

Did You Hear? Verint AI and Analytics Solutions Receive Highest Customer Satisfaction Scores in New Report

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Good news!

Last week Verint announced its AI and analytics solutions achieved the highest customer rating for overall vendor satisfaction and top customer satisfaction scores on 25 vendor, product capability and product effectiveness criteria—surveyed in DMG Consulting LLC’s new 2020 Interaction Analytics Product and Market Report*.

In addition, Verint represents the largest market share by number of customers and achieved the greatest increase in number of customers among vendors named in the report’s market activity … Read More

In conversation with… Manoj Menon

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In the latest episode we go back to Singapore and speak to another renowned industry analyst Manoj Menon from the innovative new age research think tank Twimbit. Manoj has been involved in the contact centre and CX industry for over 2 decades, helping to set up the regional operations of one of the worlds most recognised research firms, where here worked for over 22 years. It might surprise you to learn that Manoj had a … Read More

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How to Tell the Technicolored Story of Your Speech Data

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Transformco is a leading integrated retailer focused on seamlessly connecting the digital and physical shopping experiences to serve its members. Speech analytics is a key part of Transformco’s strategy.

The company launched Verint in 2016 with 150 speech categories in their library to enable nationwide sales operations. Kendra King, Director of Quality and Performance Management for Transformco, hosted a session at Verint Virtual to share tips on effective ways to display speech data. Click here … Read More

In Times of Change, Listen, Adapt and Respond

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The uncertainty of today’s world has had an incredible impact on employees and the customers they serve. Due to these circumstances, personalised and agile customer experience and marketing strategies are needed more than ever before.

Like so many organisations, Verint has rolled with the punches and adapted to change. We’ve listened to our customers and made some changes to help them adapt to this new reality—likely you have done the same.

Perhaps you have discovered—as … Read More

Three Recommendations for Managing Work-from Home Employees

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Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his story at Verint Virtual. As part of his session, From -11 NPS to +79 NPS: The Back-Office Gets It Done with 
Work Manager!, he made three recommendations for organizations managing a remote/work-from-home workforce.

  1. Simplify your end-to-end processes and reduce the number of handoffs between colleagues.
  2. Measure people on the outcomes which they deliver rather than presentee-ism or
… Read More