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The Customer Revolution - Part 1: The Millennials

By Paul Stockford, Chief Analyst, Saddletree Research

On 17 Jan 2019

The contact center industry is about to undergo changes the likes of which it hasn't seen since the advent of computer-telephony integration (CTI). Every decade or so, the contact center industry seems… Read More

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17 Jan 2019

Pivotal Home Solutions Elevates Customer Centricity with Verint

By Rob Lamoureux

On 16 Jan 2019

Pivotal Home Solutions services approximately 1.2 million repair and maintenance plans in 18 states to help protect homeowners from the costs of unexpected repairs to their home's systems, lines and/or… Read More

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16 Jan 2019

Accelerating the Pace of Change: Building on a Successful 2018 and Looking Ahead to Customer Engagement in 2019

By Ryan Hollenbeck

On 15 Jan 2019

Looking back on 2018, it was another hard-charging year for the customer engagement industry! Here at Verint, we continued to innovate with our amazing customers to help them thrive and give their best… Read More

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15 Jan 2019

Contact Centres 2030: Toward Customer Engagement

By Professor James Woudhuysen

On 9 Jan 2019

Artificial Intelligence (AI) and contact centre staff will collaborate to persuade The Sceptical Customer on convenience and company ethics AFTER A LONG LIFE, CUSTOMER LOYALTY HAS HAD ITS DAY. In a previous… Read More

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9 Jan 2019

Building Your 2019 Dream Team: 3 Tips for Staffing CX

By Nancy Porte

On 8 Jan 2019

Here we are in a brand-new year. How's your customer experience (CX) team looking these days? If your organization is like most, you don't have the luxury of limitless headcount. In fact, chances are you… Read More

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8 Jan 2019

Selling Security into the Boardroom

By Matt Tengwall

On 7 Jan 2019

Technology has been the single biggest change agent in the banking market. Over the last 30 years, a continued and relentless path of technology innovation -- most notably the Internet of Things (IoT)… Read More

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7 Jan 2019

Verint’s January Speakers: Meet Your 2019 Goals for AI and Analytics

By Susanne Pitts

On 3 Jan 2019

Meet Your 2019 Goals for AI and Analytics January 15; Online Webinar Verint's Carmit DiAndrea, vice president, portfolio market strategy, voice of the customer, and Kelly Koelliker, director, content… Read More

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3 Jan 2019

Don’t Let a Lack of Back-Office Data Stop You

By Mary Lou Joseph

On 2 Jan 2019

A customer recently shared with me their story of extending workforce engagement from the contact center into their back office. The number one stumbling block? A lack of data. But they didn't let that… Read More

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2 Jan 2019

Happy Holidays to You from Verint!

By Susanne Pitts

On 20 Dec 2018

We are so grateful for our customers, partners -- and of course, all of our blog readers! We wish everyone peaceful, restful holidays. We look forward to an amazing 2019! Read More

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20 Dec 2018

Righting the Back-Office Ship: Transform Chaos into Clarity

By Nicole Nevulis

On 18 Dec 2018

The first charter of any new back-office operations director or department head is to understand how things work across their organization so they can right the ship -- balance their costs with the level… Read More

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18 Dec 2018

Grow Financial Federal Credit Union Uses Verint to Better Serve Its Customers

By Rob Lamoureux

On 14 Dec 2018

We all know that having the right people in place at the right time can make a huge difference. As banks evolve their branches to meet the preferences of the modern customer, this becomes even more critical… Read More

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14 Dec 2018

2019 Contact Center Mega Trend: Moving Beyond Workforce Optimization

By Kelly Koelliker

On 12 Dec 2018

You already know that contact center agents aren’t just robots that you can schedule and move like chess pieces. Right? Sure, Workforce Optimization (WFO) solutions improve staffing, efficiency and quality… Read More

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12 Dec 2018

Key Learnings from Cyber Monday 2018

By Brian Koma

On 11 Dec 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. sales jumping 19.7% over 2017 to $7.9 billion according to Adobe , results could have been even higher if online retailers addressed… Read More

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11 Dec 2018

High Turnover? Need Fast Onboarding for New Agents?

By Mary Lou Joseph

On 10 Dec 2018

Contact centers typically experience a 30% to 45% annual turnover rate in personnel. It's one of the biggest pain points for organizations to overcome as they strive to deliver a quality customer experience… Read More

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10 Dec 2018

Boost Your IT Efficiency Today with Intelligent Automation

By Kelly Koelliker

On 6 Dec 2018

Today's modern contact centers handle millions of calls a day across thousands of agents around the globe. To connect, route and record all of these calls, IT personnel must manage a complex web of applications… Read More

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6 Dec 2018

Alight Modernizes Self-Service with AI from Verint

By Rob Lamoureux

On 4 Dec 2018

Health benefits affect people's lives 24 / 7, so their proper administration and a good customer experience are both critical. A leading provider of benefits administration and cloud-based HR and financial… Read More

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4 Dec 2018

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