With the publication of my column in the January 2022 issue of Contact Centre Pipeline magazine, I officially announced to the industry my intention to retire this year. I have not renewed any client contracts for 2022 and have not initiated any new research, so I guess I’m really serious about this. I still have a couple of webinars to do during the first quarter of this year, and perhaps a little bit of blogging … Read More
Due to the recent acceleration of digital transformation, hybrid working is now normal in many sectors—but the adoption of new communication channels makes it harder for heavily regulated organisations to stay compliant.
However, trading institutions aren’t left alone to navigate through the ever-increasing regulatory requirements.
Verint’s long-time financial compliance partner Custodia Technology Americas Inc. has added a new compliance transcription service to its Compliance Cloud OneSM (CC1) offering. This will help financial services organisations … Read More
As we come out of the dramatic branch closures and shift to digital channels caused by the pandemic, banks are asking themselves: Where do I need branches, and when should they be kept open?
Now some might be sceptical about the need for a bank branch, but they should think otherwise. Convenience of a local branch is still a top driver of why people choose a specific bank. According to a 2019 study by Market … Read More
The City of Hamilton in Ontario, Canada, sits on the western tip of Lake Ontario. More than 500,000 residents depend on the municipality for public health, social services, waste removal, and a variety of other services—with the City’s contact centre typically the initial point of contact.
Not surprisingly, the onset of the COVID-19 pandemic brought sweeping changes to the City’s service delivery. “People were scared, anxious, and, often times, just needed somebody else to talk … Read More
This week Verint announced that Verint Knowledge Management has been recognized by KMWorld for four industry awards over the past year.
KMWorld has more than 25 years of market coverage experience and is a premier resource for actionable advice and real direction on solutions and strategies in knowledge, content, document and information management.
Verint Knowledge Management has been recognised by KMWorld for four industry awards over the past year.* KMWorld has more than 25 years of market coverage experience and is a premier resource for actionable advice and real direction on solutions and strategies in knowledge, content, document and information management.
Like everything else in our lives, the pandemic has changed banking. Just as the virus has dramatically accelerated technology paradigm shifts—such as the adoption of cloud-based solutions to better enable remote work and connectivity—this also holds true for digital transformation in banking.
Matt Tengwall, Vice President and General Manager at Verint Fraud and Security Solutions—and Fast Company Executive Board member—recently shared four reasons he believes banks are embracing digital transformation at an ever-increasing pace.
Consumers know what a “good” customer experience feels like—they are already getting it from brands such as Amazon, Google, American Express, and others. Customers are always comparing you with best-in-class brands—as well as with your peers—every time they interact with you, whether or not you are in the same industry or have the same resources.
Do you know how you compare? If not, your customer experience management program might be missing a vital component—benchmarking context.… Read More