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Customer Engagement Best Practices for the Healthcare Industry

Halloween candy is filling grocery store shelves. “Pumpkin Spice” is returning to coffee shops everywhere. This can mean only one thing. “Open Enrollment” is just around the corner, and that means it will be busy season in healthcare industry contact centres. 

Now is the good time to examine what you need to do to meet increased demand and improve customer engagement. 

Maintain a “Big Picture” Approach 

As channels and modes of communication continue to … Read More

New Study Shows Retail Customer Experience is Key to Earning Shoppers’ Discretionary Dollars in an Era of High Inflation

More Than Two-Thirds Are Less Confident in the Economy Than a Year Ago and 76 Percent Are Spending Less, Trimming Retail Purchases

MELVILLE, N.Y., Sept. 29, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company, today released the findings of a new study that shows nearly two-thirds of consumers polled are less confident in the economy than a year ago and 76 percent of them are spending less money, with entertainment and … Read More

DenizBank Improves Productivity, Sales, and Employee Turnover with Verint Total Quality

DenizBank, a large financial services organisation based in Turkey, faced the challenge of transitioning over 2,000 agents to work-from-home at the start of the pandemic. To provide their customers with the quality of service they expect, DenizBank turned to Verint Total Quality solutions. 

First, the bank increased its capability to analyse more than just 2% of interactions. With Automated Quality Management, DenizBank can now capture and score 100% of customer interactions. These additional insights helped … Read More

New Independent Study Demonstrates that Verint Empowers Organizations to Support Digital-First Customer Engagement

Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271 Percent Over Three Years with a Payback in Less Than Six Months

New Independent Study Demonstrates that Verint Empowers Organizations to Support Digital-First Customer Engagement Through Multiple Channels, Providing More Than $22 Million in Net Benefits

The Customer Engagement Company, today released a commissioned study conducted by Forrester Consulting on The Total Economic Impact of Verint Digital-First Engagement (DFE) solutions, part … Read More

Sun Tzu Said:A clever fighter is one who not only wins but excels in winning with ease.(The Art of War IV:11)

The Art of War has been applied to almost any area of life you may think of, from business to parenting and from gardening to space exploration.

In the realm of customer experience, particularly digital CX, the words of Sun Tzu often ring true. The quote at the top of this blog specifically applies to high maturity CX programs. Where almost every brand has ways to resolve customer issues, building a CX program and advancing … Read More

Filling Your Data Gaps in Customer Interactions

Do you have full visibility to your how your workforce is handling customer interactions? Do you have gaps in your data?

Inputs from your ACD, agent metrics, speech analytics, quality management—that’s all you need to get a complete picture of your customer interactions, right? Wrong. Wouldn’t it be nice to understand how employees are using their applications to service your customers, and if they are using them efficiently and effectively?

Well, that’s possible with Verint Read More

Verint Speakers in September: Serving Customers Well, Super-charging Quality Programs, and Exploring Fresh Banking Research

Verint APAC Engage 2022

September 1-2; Sydney, Australia 

Verint APAC Engage 2022 is the region’s largest conference dedicated to contact centre and customer experience professionals. This packed two-day agenda is full of keynote and breakout sessions designed to inform, educate and entertain. Verint customers who are industry leaders from across the region, business partners, customers, media and other thought leaders will gather for this live event. 

The Future of the CMO

September 1-2; CMO Summit Read More

Verint Customers, MSC Industrial Supply Co. and Navy Federal Credit Union, Recognized Among 2022 ICMI Global Contact Center Award Finalists

Verint Intelligent Interviewing also recognized as Best New Technology Solution Finalist

The ICMI awards recognize the frontline workers, managers, and teams who deliver an excellent customer and employee experience in a fast-paced and dynamic work environment. The nominee finalists are as follows:

MSC Industrial Supply Co., a premier distributor of metalworking and maintenance, repair and operations products and services to industrial customers throughout North America, is nominated for the Best Large Contact Center category. … Read More

Did You Hear? Verint Intelligent Virtual Assistant Receives Top Customer Satisfaction Scores in New Report

Verint recently announced that it has received top scores in multiple customer satisfaction categories according to DMG Consulting LLC’s 2022/2023 AI-Enabled Self-Service for the Enterprise Report – including a perfect 5.0 out of 5.0 in the Overall Vendor Satisfaction and Product Satisfaction categories.*

The report provides an in-depth analysis of the artificial intelligence (AI)-based solutions that are making valuable contributions to most aspects of the service experience, whether they are customer-facing conversational self-service Intelligent Virtual … Read More

Verint One Workforce: What’s In It for You?

Maybe you’ve heard about One Workforce. We talked about it from the big stage at our Engage customer conference earlier this summer in Orlando. Take a listen

One Workforce is a strategy that enables the entire workforce to engage with customers in the right way at the right time, increasing capacity, flexibility, and agility. Think about a typical organization, with a contact center, back office, branch, social media presence, website presence, etc. 

Most organizations … Read More