How Councils Are Using the Pandemic to Reset and Reimagine

The global pandemic has forced both the private and public sectors to completely rethink how they work.

Recently I took part in a public sector roundtable discussion that featured public sector leaders from across the United Kingdom.

Local government has been forced, by necessity, to innovate at unprecedented speed. The panel took a look back at the challenges and accomplishments of the last 16 months—and looked ahead to what might be next.

Read more.… Read More

A Business Leader’s Perspective on Digital Transformation: In Conversation with Alex Lu, CEO of NTT Ltd. China

Cloud has become an increasingly hot topic as more and more organisations are abandoning traditional internet data centres (or IDCs) in favour of the cloud. Modern work arrangements have also becoming increasingly distributed with international offices and remote workers, further fuelling the need for organisations to move processes online. These trends are driving the demand for digital transformation solutions that can deliver outstanding, integrated, seamless and positive customer and employee experiences. 

Alex Lu, CEO of … Read More

Verint Workforce Engagement Solutions Recognised for Market Share Leadership Across Multiple Categories in New Contact Centre Market Report

Verint announced that it has been recognised as a market leader in DMG Consulting’s latest Contact Centre Workforce Optimisation Market Share Report.*  

According to the report, Verint’s five-year compounded annual growth rate (CAGR) between 2016 and 2020 for sales of contact centre WFO solutions is strong, particularly given the amount of revenue Verint earned in this sector. Verint moved into first place in several categories in fiscal year 2020 including: contact centre WFO … Read More

Transform Your Back Office into a Customer Care Centre

At Verint’s Engage21, Xander van der Poel, Change Manager at Nationale Nederlanden (NN), the largest insurance provider in the Netherlands, shared his back-office transformation story. 

Like many back-office organisations, NN’s Casualty and Liability group was having trouble predicting future workloads and the skills and resources needed to meet those demands. As a result, they were experiencing large backlogs and missed service goals. They realised they needed a new way of working.

They partnered with Verint … Read More

Kids Help Phone Deploys Verint Customer Engagement Cloud Platform to Manage Increased Demand for Mental Health Services During Pandemic

Canadian Mental Health Organisation Expands Operations Using Verint Cloud and Workforce Management

Verint announced that Kids Help Phone, a Canadian national e-mental health service for young people, is expanding its use of Verint’s Cloud Workforce Management (WFM) solution to address unprecedented increases in call volumes due to the COVID-19 pandemic.

Canada’s only 24/7 national support service, Kids Help Phone offers e-mental health and well-being support to young people through bilingual professional counselling, clinically-based tools, resource … Read More

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