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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?

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...

How to Make Your Contact Center Digital Transformation a Success

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...

Voice-First Experiences Offer Help in the Moment

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...
Contact Center Technology Trends 2019

Four Key Contact Center Technologies for 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
QA in an Omnichannel World

QA in an Omnichannel World

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...
What to Do When Your IVR Goes Out of Support

What to Do When Your IVR Goes Out of Support

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...
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...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...