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Contact Centres 2030: The Shape of Automation to Come

On 22 Oct 2018

Artificial Intelligence is spreading--above all, to help staff deal with customers better THE EVIDENCE IS NOW UNMISTAKABLE. Customers are more and more ready to interact with service providers not just… Read More

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22 Oct 2018

Solve 3 Back-Office Problems with “Quick to Try” Solutions

By Mary Lou Joseph

On 18 Oct 2018

Back-office managers have every reason to be leery of a new application or system that will "make their lives easier." Legacy BPM, workflow, ERP and CRM systems have been costly, time-consuming and sometimes… Read More

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18 Oct 2018

The Complex Fraud Landscape Facing Financial Organizations

By Matt Tengwall

On 16 Oct 2018

While the term "fraud" can be used in a variety of applications and industries, its dictionary definition is clear and concise: wrongful or criminal deception intended to result in financial or personal… Read More

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16 Oct 2018

Madonna Would Be Proud of Us: Reinventing Financial Compliance for an Automated Future

By Iain Daws

On 11 Oct 2018

If you're as old as I am, then you have seen the so-called "Queen of Pop" reinvent herself very many times, since she first burst on to an unsuspecting world in the early eighties. She's not alone, of… Read More

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11 Oct 2018

What Is Robotic Process Automation (RPA): Unattended, Attended and Hybrid?

By Mary Lou Joseph

On 10 Oct 2018

Robotic Process Automation, or RPA, is a hot topic right now. But what exactly is it? Essentially, RPA is the use of software robots that can be programmed or trained to execute repetitive, rules-based… Read More

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10 Oct 2018

Verint Listens with Customer Innovation Program

By Dick Bucci

On 9 Oct 2018

Technology is a wonderful thing. It has brought phones smarter than us and Internet sites where we can shop for groceries and find our next soul mate. We hear a lot about the successes but what about the… Read More

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9 Oct 2018

Verint’s October Speakers: Sharpening Customer Experience and Financial Compliance

By Susanne Pitts

On 3 Oct 2018

Check out the October events below that focus on simplifying, modernizing and automating customer engagement. Municipal Service Delivery Officials (MSDO) 2018 October 1-3; Kawartha Lakes, Ontario, Canada… Read More

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3 Oct 2018

It’s CX Day—And We Celebrate the Great Differentiator

By Nancy Porte

On 2 Oct 2018

This week we celebrate National Customer Service Week—and today we celebrate CX Day. We are so grateful for our employees on the front lines in Customer Service—they take a relatively challenging job and… Read More

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2 Oct 2018

Celebrating the Employees on the Front Lines of Our Business

By Ryan Hollenbeck

On 1 Oct 2018

This week we celebrate Customer Service Week--an annual week-long event that spotlights the people who do an increasingly complex job that presents new, unpredictable challenges every day. It's a mission… Read More

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1 Oct 2018

Secret Sauce to Leveraging WFO Successfully in Back-Office Operations

By Nicole Nevulis

On 27 Sep 2018

In the age of digital transformation, what is one area organizations are realizing they can invest in that will potentially create massive returns of investment? Back-office operations. Opportunity is… Read More

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27 Sep 2018

U-Haul Moves Forward with Verint Enterprise Workforce Management

By Rob Lamoureux

On 25 Sep 2018

A company familiar to many, U-Haul is focused on all the elements involved in moving from one place to another with ease and efficiency. The company was ready to take its scheduling forward to modernize… Read More

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25 Sep 2018

The Value of Cross-channel Voice of the Customer

By Tim Whiting

On 20 Sep 2018

A few years back, it seemed forecasters everywhere were predicting the demise of the call center as self-serve digital channels accelerated up the steep curve of early customer adoption. More recently… Read More

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20 Sep 2018

Global Investment Bank Modernizes Customer Engagement with the Verint Cloud

By Susanne Pitts

On 14 Sep 2018

Verint just announced that a leading financial services company has selected Verint’s cloud customer engagement software to gain critical customer insights. This multinational investment bank selected… Read More

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14 Sep 2018

Focus on Fraud: How Financial Organizations Can Keep Up

By Courtney Mamuscia

On 11 Sep 2018

While the financial environment faces a multitude of risks that evolve and change daily, none is more prominent and alarming than the threat of fraud. As criminals continue to become more sophisticated… Read More

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11 Sep 2018

Use Voice of the Customer to Transform Your Contact Center Results: Part 2

By Omer Minkara - VP & Principal Analyst, Aberdeen

On 10 Sep 2018

Aberdeen’s survey of 445 global contact centers indicates that only 57% of contact centers have an established process to regularly capture voice of the customer (VoC) data and gauge how they fare in meeting… Read More

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10 Sep 2018

4 Ways to Align Customer Feedback and Product Innovation

By Nancy Porte

On 7 Sep 2018

Can your customers give you feedback when and how they want to—and if so, are you listening? Gone are the days where customers simply wished they could offer feedback to the companies they did business… Read More

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7 Sep 2018

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