Future of Work: The Post-COVID Contact Centre Will Rely on Automation More than Ever

Future of Work: The Post-COVID Contact Centre Will Rely on Automation More than Ever

The world of the contact centre—like everything else—has changed dramatically over the last year+. The shift to primarily working from home has been well-documented. We are getting closer to emerging from COVID restrictions and getting back to “normal.”

But the question now is: what is normal when it comes to the contact centre?

Verint recently conducted some global research to find … Read More

For the Third Consecutive Year, Verint AI and Analytics Solutions Receive Perfect Customer Satisfaction Scores in New Interaction Analytics Report

Company Recognised for Largest Global Customer Base and Greatest Increase in Number of Customers Among the Vendors Cited in the Report

Verint announced its artificial intelligence (AI) and analytics solutions achieved perfect scores in all 24 customer satisfaction categories for vendor satisfaction, product capabilities and product effectiveness in DMG Consulting LLC’s new 2021/2022 Interaction Analytics (IA) Product and Market Report.* In addition, Verint represents the largest market share by number of customers and achieved … Read More

Top U.S. Banks Have Improved CX During the Pandemic

We’ve been surveying Customer Satisfaction (CSAT) & Net Promoter Score (NPS) with the top banks for years as part of our Verint Experience Index: Banking edition.

Last year’s report was interesting because we were able to get two surveys into the field—one just before the pandemic hit and one after. We were able to see the impact of COVID-19 on customer experience (CX).

In 2021, we surveyed nearly 4,000 customers of the top 15 US … Read More