The Future of Work Is Coming into View

We’re all working differently right now. Some of you reading this are sitting in a makeshift home office in what used to be a dining room when you’d typically be chatting with a team member over a cubicle wall. Things are different, and they’re going to stay different.

The way we work has forever changed, but in many ways, technological innovations were already changing before the pandemic hit. COVID-19 just accelerated this ongoing transformation.

What … Read More

Why a Community Platform Is a Marketer’s Dream

How many emails did you see today? How many radio, social, or TV promotions did you see or hear? According to PPC Protect, “the average person is now estimated to encounter between 6,000 to 10,000 ads every single day.” But how many do we actually pay attention to, comprehend, and act on?

Traditional marketing approaches are becoming more and more difficult because they’re expensive and people are worn down by a deluge of advertising. But … Read More

Verint Only Vendor Recognised by Gartner in Both the Magic Quadrant for CRM Customer Engagement Centre and the Magic Quadrant for Workforce Engagement Management for Fourth Consecutive Year

Verint announced its recognition in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center1 (CEC) report, published June 15, 2021, by the research and advisory firm. In addition to being recognised in this report, the firm also named Verint a Leader in its 2021 Magic Quadrant for Workforce Engagement Management2 (WEM) research earlier this year.

In this month’s CEC report, Verint was evaluated on 16 criteria across two key areas—ability to execute and … Read More

UGI Utilities: Creating a Customer-Driven Experience During a Crisis

Utilities are used to dealing with crises. There are constant weather events that take power out and result in huge call volume to the contact centre. UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland. They visited us at Engage21 to share how they were able to leverage customer feedback to ensure that the customer experience didn’t suffer, even as the global pandemic was raging.

We … Read More

Shoe Carnival: A 90 Day Transformation

At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner.

David Hudspeth, Customer Service Manager at Shoe Carnival, joined us at Engage21 to share how he:

  • Shaped an entirely new program
  • Stood up a new customer service partner
  • Created a customer service program and standard operating procedure based on customer feedback.

If you couldn’t make … Read More

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