Is it Tricks or Treats in Your Contact Centre?

Ghoulies and ghosties and things that go bump in the night…is that what you think of when you think about the way things run in your contact centre? Are you haunted by horrors in your contact centre? Read on (if you dare) as we explore the nightmares that keep contact centre managers awake at night.

The Terror of Trapped Data

There are crucial insights lurking in the dark recesses of your siloed data. There … Read More

Verint Expands APAC Customer Engagement Market Leadership

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

What’s New in Speech Analytics in 2022: Accurate, Complete, Impactful

Did you catch our recent webinar in partnership with Speech Technology? If not, don’t worry! We’ve got you covered. Click here to access the on-demand edition of this exciting event.

During this webinar, Daniel Ziv, Vice President of Speech and Text Analytics at Verint, highlights new capabilities that organisations should consider adopting in their speech analytics program. Below you’ll find 3 key takeaways from this webinar on how to modernise your speech analytics efforts.… Read More

The Great Resignation—What Can You Do About It?

By now you may have read a little (or a lot) about The Great Resignation. You might even be experiencing the pain of it in your own organisation. It’s quite real.

Employees are voluntarily resigning from their jobs, en masse. It’s causing some havoc for organisations already struggling to fulfil work volumes with the staff they have—and that don’t see any more budget for more staff anytime soon.

At Verint we call this the Engagement … Read More

Name Changers vs. Game Changers

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

Why the Contact Centre Is Essential to the Customer Experience

The world shifted to a digital-first mindset because of the COVID-19 pandemic. However, at the same time, the contact centre has become more important than ever as customer expectations evolve.

Convenience continues to be key, with 83% of customers expecting to engage with someone immediately when contacting a company.

That means the contact centre remains an essential part of the customer experience. Research continues to back that up. In our newly released research report, … Read More

Is Your Customer Engagement Data Done Right?

The world is digitally transforming, and the pandemic has only accelerated the pace of that transformation. The number of channels and communication modes used for customer engagement has exploded. With that, so has the volume of interactions and associated data.

At the same time, customer expectations are skyrocketing. Consumers demand personalised experiences across the entire customer journey. So being able to tap into your treasure-trove of customer engagement data has never been more important!

Experience suggests … Read More

Verint and Cisco Join Forces for Webex Contact Centre in the Cloud

The wait is over. Verint’s interoperability for Cisco’s cloud-born version of Webex Contact Centre (Webex CC) is available to order today!

Verint and Cisco’s unique combination of industry-leading technologies allows brands to build enduring customer relationships while connecting work, data, and experiences across the enterprise. Verint’s Customer Engagement Platform and Cloud Platform supports multi-cloud environments with an open, reliable, and secure native cloud architecture. This pairs perfectly with Cisco’s technology such as Webex CC.

“With … Read More

Shifting Your Contact Centre to the Cloud Requires a Choice

As organisations choose a cloud service provider, much is written about performance, partnerships, certifications, and security. Yet after all the technical components are distilled, most preferred cloud decisions have already been decided by your CIO and the IT team.

What that in mind how can you, a decision-maker charged with impacting your contact centre and the overall customer experience, ensure that your next investment is ready for YOUR cloud choice?

The checkboxes for security and … Read More

Getting Digital Transformation Right Through AI & Analytics

Digital transformation projects and opportunities are now top-of-mind for enterprise call centres. Expedient support and resolution options that meet customers in their preferred channel are soon to become the norm, not the exception. The critical link between customer satisfaction during “these unprecedented times” and the ability to expedite first contact resolution can be the difference between a good and bad (or at least uncomfortable) earnings call or NPS survey result.

The surge of contact centre … Read More