Digital Transformation in Banking: Technology Innovation Key to Survival

Digital transformation is a phrase that spans many industries but for financial institutions, it largely refers to the shift to online and mobile services—a transition that has been sped up by the COVID-19 pandemic. 

The abrupt, forced shift to social distancing measures, bank closures and virtual services left many banks and credit unions scrambling to adopt the new technologies that made this transition possible. As consumer needs and wants pivoted, competition among financial institutions intensified … Read More

Get Curbside Pickup Right: A CX Strategy Guide

Retailers are facing unprecedented challenges in today’s world. Any and every advantage is critical.

The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers need to think about how physical locations factor into the journey.

Retailers will need to keep innovating on the value that store locations provide, evolving toward becoming true “flexible fulfillment centers,” … Read More

Realigning the Bank Branch for the New Normal with Analytics

COVID-19 has caused significant constraints on the bank branch channel with temporary closures and service limits—while moving nearly half of the branch interactions to digital channels and contact centers.

These developments present banking leaders with new risks and strategic challenges for realigning branch delivery and resources.

Survey Results

A recent survey of Kiran Analytics, Verint’s branch business unit, customers representing nearly 40,000 branches showed widely varied responses to the pandemic.

And when asked about how … Read More

Feedback Spikes in March and April—What Does it Mean for CX Right Now?

Your customers want to talk. Are you giving them every opportunity?

We are in a unique time to listen to customer voices. They want to tell you how to make them happy and improve experiences—significantly, they want to tell you how to keep their business.

This current surge in feedback is more than increased site visits—it’s also increased scrutiny and higher expectations. Verint’s Ben Smith, General Manager, Experience Management, explores how to meet those expectations … Read More

How to Weave Compliance into Remote Trading

IPC and Verint team up to help businesses enable seamless financial trading workflows and manage compliance risk during times of uncertainty

These are disruptive times – but life and business must go on. The corresponding effects of the COVID-19 crisis have brought unprecedented challenges for global business and the financial markets, not least of which is the need for market participants to continue to operate against a backdrop of lockdowns and business restrictions.

The most … Read More

The Comprehensive Guide to Reducing Average Handle Time (AHT)

Average handle time is a key metric in managing contact centre effectiveness. We’ve put together The Comprehensive Guide to Reducing Average Handle Time (AHT) to answer all your AHT questions, from “What is Average Handle Time” to “The Best Ways to Reduce Average Handle Time.”
If you’re looking to learn:

  • What is AHT?
  • Why should I reduce AHT?
  • What are the worst ways to reduce AHT?

… then you’re in the right place!
In this … Read More

5 trends that will affect your contact center in the next 10 years

Have you thought about what your contact centre will look like in ten years?

Are you ready for the changes to come with your staff, your customers, technology, and more?

Here are five trends that have already begun to shape the way we serve our customers and will make a major impact on how service evolves over time.

Millennials – Millennials already make up a large percentage of the contact centre workforce. In the next decade, … Read More