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Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...

A Q&A with the Contact Center Virtual Summit’s Jim Rembach

For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping...

Let’s Chat About Chatbots

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...

A Q&A with Unymira’s Chris Rall

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...
Seamless Self-Service Starts in the Contact Center

Seamless Self-Service Starts in the Contact Center

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...
Building Customer Trust: 3 Tips That Will Make a Big Difference

Building Customer Trust: 3 Tips That Will Make a Big Difference

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...
Could Your New Seasonal Employee Be a Robot?

Could Your New Seasonal Employee Be a Robot?

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...

CX Satisfaction Starts with Your Brand Advocates

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...

TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to...

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....
How to Elevate Your Customer and Agent Experience

How to Elevate Your Customer and Agent Experience

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...
Why It’s Time for Your Contact Center to Embrace Omnichannel

Why It’s Time for Your Contact Center to Embrace Omnichannel

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...