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2019 Contact Center Mega Trend: Moving Beyond Workforce Optimization

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

Verint’s December Speakers: Putting AI to Work and Much More

By Susanne Pitts

On 3 Dec 2018

Verint announces a line-up of events taking place throughout the month that focus on simplifying, modernizing and automating customer engagement. AI World Conference and Expo December 3-5; Boston,… Read More

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3 Dec 2018

Verint and Avaya: Great Partners, Great Possibilities

By Jo-Anne Bourne

On 30 Nov 2018

Today's organizations need every advantage to stay competitive and please their customers. Look around and you'll see rapidly changing technology, demanding consumers--and sobering examples of companies… Read More

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30 Nov 2018

Seven Steps to Win in the “Age of the Customer”

By Andrew Smith

On 29 Nov 2018

In today’s market, you compete primarily on the basis of Customer Experience (CX). A great CX can lead to increased revenue and decreased operational costs. A poor CX will likely lead to customer churn… Read More

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29 Nov 2018

Are You Ready for the Next CX Market Disruption? We Are.

By Ben Smith, Global VP/General Manager, Customer Experience Solutions

On 28 Nov 2018

There's been a lot of big news in the Customer Experience (CX) market over the last few months with Survey Monkey's IPO and SAP's announcement to purchase Qualtrics for $8B. Market research continues to… Read More

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28 Nov 2018

Financial Compliance Shouldn’t Be an Extreme Sport

By Reka Sarudi

On 26 Nov 2018

What do financial compliance and skydiving for the first time have in common? Well, both can cause the same symptoms: sweaty palms, trembling limbs, and an unsettled feeling around the stomach area. Yet… Read More

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26 Nov 2018

Robotic Process Automation (RPA): Increase Capacity and Employee Job Satisfaction

By Mary Lou Joseph

On 20 Nov 2018

In a previous blog post, What Is RPA ? I discussed the three types of robotic process automation: unattended, attended and hybrid automation. Hybrid automation is the newest iteration of RPA --and as such… Read More

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20 Nov 2018

Contact Centres 2030: Toward Staff Engagement

By Professor James Woudhuysen

On 19 Nov 2018

Artificial Intelligence (AI) is set to improve the way contact centre employees relate to their work INFORMATION TECHNOLOGY ALWAYS HAS A HUMAN DIMENSION. Right now, biometrics and wearable technology… Read More

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19 Nov 2018

Communities: Critical Link to Engaged Employees

By Paul Stockford, Chief Analyst, Saddletree Research

On 16 Nov 2018

Whether we like it or not, change is in the wind for the enterprise. I believe that at the root of many, if not most, of the changes will be the evolving expectations and demands of the next generation… Read More

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16 Nov 2018

More Global Organizations Turning to Verint for Customer Engagement in the Cloud

By Ryan Hollenbeck, SVP, Global Marketing and Kristyn Emenecker, SVP, Product Strategy Group

On 15 Nov 2018

With More Than 10 Years of Customer Engagement-as-a-Service, Leading Brands Rely on Verint Solutions Across Greater Than Three Billion Interactions More than ever before, here at Verint we're seeing… Read More

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15 Nov 2018

Smartest Budget Decision for 2019? Registering for the Verint Engage Customer and Partner Conference

By Laurie Wickham

On 9 Nov 2018

Okay, it's budget season, and you're probably trying figure out how best to allocate your 2019 funds. If you're a Verint customer, one of the smartest investments you can make is registering to attend… Read More

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9 Nov 2018

Speech Analytics Identify Contact Center Employees for Training to Boost Customer Experience

By Janine Stephan

On 6 Nov 2018

One of the biggest challenges of today's contact centers is making sure customers have a good experience--frequently, that comes down to the interaction they have with your agents. Not surprisingly, if… Read More

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6 Nov 2018

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