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The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...
Verint - From Knowledge Management to Knowledge Automation

AI and KM: From Knowledge Management to Knowledge Automation

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

Surviving Post-Holiday Returns

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...

It’s Time to Get More Out of Data

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

Virtual Assistants Can Be Your Contact Center Agents’ Best Friends

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...
7 Steps to Superior CX

7 Steps to Superior CX

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Take Self-Service Up Another Notch

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...

What, Exactly, Makes for Great CX?

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...

How Technology Is Paving the Path to Contact Center Workplace Wellness

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...
Use the Right Tools for Internal Communication

Use the Right Tools for Internal Communication

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

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...