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Chatbots in the Contact Center

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...

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...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 1

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do...