Shoe Carnival: A 90 Day Transformation

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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

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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

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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

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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

The Secret to Verint’s WFM Success in the Asia-Pacific Region

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Every two years Pelorus Associates publishes a comprehensive analysis of the global market for workforce management software. Our most recent report, cleverly named 2020 World Workforce Management Systems Market, was released in August. The report revealed that in 2019 Verint Systems was again the global leader, capturing 28% of the $605 million market for WFM software. This is a repeat of the results for 2017. To no small measure, Verint’s success can be traced to … Read More

Data, Data, Everywhere…

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What do modern-day business leaders and CIOs have in common with the eponymous (anti?) hero of Samuel Taylor Coleridge’s “The Rime of the Ancient Mariner”?

(Yes, I know that’s not how you spell “rhyme”. But spelling has long been, and continues to be, a flexible construct in the English language, and that was how Coleridge spelled it in the late eighteenth century.)

Well, in Coleridge’s longest-ever poem, the mariner of the title, and his ship … Read More

Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

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Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

Verint announced TELUS International has upgraded to the newest version of Verint Workforce Engagement, part of the Verint Customer Engagement Cloud Platform* deployed on Google Cloud’s platform.

TELUS International designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. Fuelling all stages of company growth, the company partners with brands … Read More

Taxpayers Are Customers Too

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What do the cities of Cincinnati, Philadelphia, San Antonio, and Seattle have in common? Of course, they are all cities in the United States and no doubt wonderful places to live and work, but you may be surprised that they all regularly conduct customer satisfaction surveys.

That’s right, customer satisfaction—not taxpayer surveys. Municipalities large and small want to know if the services they provide are meeting customer expectations and if are they communicating in … Read More

New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management

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Verint is recognized as a Strong Performer in The Forrester WaveTM: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021.

The Forrester report noted that “Verint continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise and creating an omnichannel view that goes beyond the contact center.”

Verint received the highest score possible (5/5) … Read More

Verint Wins Artificial Intelligence Excellence Award in Customer Engagement

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Verint announced it is among the winners of Business Intelligence Group’s Excellence in Artificial Intelligence Awards. Verint Intelligent Virtual Assistant (IVA) was recognised in the natural language processing (NLP) product category.

The Business Intelligence awards programme recognises organisations, products and people who bring artificial intelligence (AI) to life and apply it to solve real problems.

Verint Intelligent Virtual Assistant, part of the Verint Cloud Platform, uses AI and machine learning to create a modern engagement … Read More