Resources

If you’re ready to begin innovation in the cloud, what should you consider first? We consistently see the following four questions that you should be prepared to answer:

• What data do I migrate to the cloud?
• How will my processes change in the cloud?
• Who will manage my cloud move?
• How will my testing change in the cloud?

Read our eBook to find out the answers and more.

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In this webinar, hear from Andrew Lamb, Managing Director, as he explains how Nxtera solutions can help manage your customer engagement programs and service levels from a single intelligent platform.

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Watch this webinar with John Chmaj, Sr. Director, Product Strategy, KM at Verint, to learn:

• What’s new with emerging AI technologies and tools
• How KM best practices have been applied to new knowledge automation technology
• How to drive the best outcomes from each interaction

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The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana leverages a next-generation technology foundation, with Verint Workforce Engagement solutions at the core, to extract and understand critical insights from both customers and healthcare professionals, helping it drive process improvements to enhance the customer experience and business outcomes, as well as elevate efficiency across its customer service operations.

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With Verint Monet Workforce Management in place, Club Med significantly improved its abandon rate. In 2016 the abandon rate was 28%; with the help of Verint Monet, it dropped to 5%, thus meeting Club Med’s established goal. Since then, the abandon rate has been maintained at this number.

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This webinar discusses some of the key issues back offices face today and how automation can help alleviate capacity challenges, improve efficiency and develop a ‘Team of Teams’ mentality.

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In this webinar, find out how Speech Analytics in particular can help you transcribe and analyse millions of calls to discover customer insights and ultimately improve operational efficiency and your contact centre performance.

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Technology

A document technology and services leader migrated more than half a million knowledge articles and other documents to the latest version of Verint Knowledge Management, creating a global application for knowledge content spanning 23 languages and approximately 700 products.

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Founded in 1995 and headquartered in Stroud, England, Ecotricity is the world’s first green evergy company and supplies 100% green electricity and frack-free gas to over 200,000 customers.

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Hear thoughts and insights from Mastercard and Booking.com on consumer and workplace attitudes towards technology.

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In this webinar, learn how an effective Knowledge Management solution can help guide employees, reduce handling time, ensure consistency, and increase customer satisfaction and engagement.

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David Hudson discusses the importance of measuring your VoC programme consistently. He focuses on which KPIs work best, how different measurement techniques can significantly influence the results and how benchmarks can be applied to contextualise these results.

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Scott Doherty from Esure discusses how Verint’s Workforce Management drives employee engagement, through self-service and lifestyle scheduling and increased development time for agents.

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This guide from Gartner helps application leaders supporting CRM and CX better understand, implement and enhance the concept of customer self-service across different channels.

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In an optimised back office, there is a standardised framework and management process across https://www.verint.com/wp-admin/post-new.php?post_type=subsitethe organisation to gather, measure and manage key performance data.

Read the Ebook

Join Jan Smets from bpost (Director Retail and Customer Care) as he discusses the flexibility of Verint’s WFM solution and the operational benefits it has delivered across its contact centres.

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Download our infographic to see global consumers preferences around convenience, choice, technology and customer service in our ‘always-on’ society.

Download the Infographic

Our latest global study, in collaboration with Opinium Research, of 34,000+ consumers across 18 countries explores how demand for 24/7 service has shifted attitudes towards customer service and technology in the workplace.

Download the Research Paper

On this webinar, Knowledge Management (KM) experts from Verint Customer Equiniti as well as from Verint, will describe the crucial role that Knowledge Management plays across its business and how KM is fundamental to its wider customer and digital transformation initiatives.

Attend the webinar to learn why knowledge management is crucial to your digital strategy to:
•Increase customer advocacy and improve NPS
•Provide consistent, platform agnostic experiences
•Build a foundation for knowledge automation

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Join Jan Smets (Director Retail and Customer Care) from bpost in Belgium as he discusses the flexibility of Verint’s WFM solution and the operational benefits it has delivered across its contact centres.

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This masterclass focuses on the importance of offering customer authentic engagement by building trust and helping customers achieve their goals. Find out how to reduce customer effort across all channels and deliver a consistent journey.

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Our panel of experts discuss how AI, machine learning, enterprise chatbots, community, web self-service and knowledge management can help deliver better outcomes and create a consistent customer experience.

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In this webinar, our Voice of the Customer team discuss new insight about the CX market transformation, the business challenges you’ll face as a result and strategies that can give you an advantage. 

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Organizations must address the delivery capabilities of the entire enterprise and particularly the back-office, which offers new opportunities for automation and optimization.

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Find out how analytics can help deliver the insight needed to help simplify, modernise, automate and improve your customers’ experiences and overall satisfaction.   

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Only 15% of UK companies are very satisfied with the effectiveness of their compliance programmes. This guide provides an overview of the key information to be aware of and what action you should consider in order to be compliant.

Read the Ebook

Ovum looks at the impact of the regulation on all firms operating in the EU, and how technology can help these firms comply with the European Union’s (EU) General Data Protection Regulation.

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In this webinar, find out how technology can help you to reduce risks, avoid fines and across every customer interaction, deliver a better experience. 

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MiFID II is a piece of European Union (EU) regulation that came into force in January 2018 with compliance requirements for the financial sector. In this white paper, Ovum looks at the impact of the regulation on firms in the capital markets, and how technology can help them comply.

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The Payment Card Industry Data Security Standard (PCI DSS) is the most important information security standard for companies that handle credit and debit cards. This white paper looks at what it takes for merchants and data processors to comply with version 3.2 that was published on April 28, 2016.

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MiFID II is a piece of European Union (EU) regulation that was implemented in January 2018. In this white paper, Ovum analyzes some of the key implications for retail financial services, looking particularly at enhanced requirements around record-keeping and how technology can help firms achieve compliance in this respect.

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Verint® Mobile Team View™ extends the functionality of Verint Workforce Management™ to supervisors’ and managers’ mobile devices, providing anytime, anywhere access to information to help manage employee scheduling and time-off requests.

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As a leading worldwide supplier of mailing solutions, Neopost operates in 29 countries with annual sales exceeding €1 billion. The company’s inside sales team makes up 75 percent of its 142-seat UK contact centre, which delivers sales through service as well as consumables and office products. The company uses Verint Quality Monitoring, Speech Analytics and Workforce Management to drive business growth through a superior customer experience. Using Feedback to create new, intelligent business processes has allowed them to improve the NPS by 15%, reduce the number of billing calls by 42% and increase employee engagement by 73% and productivity by 30%.

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Is your organisation putting your customers at the centre everything? Is there a focus on customer-centric innovation and transformation? Join Hamish Taylor, former Eurostar and Sainsbury’s Bank CEO, as he challenges you, your teams and your organisation to think differently about putting your customer at the centre of your business.

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Integrating its client management system with Verint Knowledge Management, SNS Bank, a Dutch retail bank offering financial products to both companies and individuals, improved the quality of customer interactions, resulting in a significant jump in customer satisfaction in just three weeks following deployment.

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Regardless of the size of your contact centre, effectively managing your workforce is a huge challenge. Agents are the face of your organisation and their effectiveness will directly impact the customer experience you deliver. Download the eBook, to learn about:
• The workplace flexibility your employees want
• Cloud without compromise
• Modern tools for a modern world
• The new world of Artificial Intelligence
• Improving the end-to-end customer delivery with enterprise scalable WFM

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Join guest speaker, Kate Leggett, Vice President and Principal Analyst at Forrester Research for this webinar where she discusses the changing trends in the industry and how emerging knowledge management capabilities can help organizations meet their customer service objectives

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In this masterclass, Keith Barrow discusses how a unified Voice of the Customer platform is critical to the success of any Customer Experience Programme tasked with understanding customer perceptions and feelings towards your business across all channels.

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Housing, Care, and Community Regeneration

Wheatley Group, Scotland’s leading housing, care, and community regeneration group, used Verint Engagement Management, including employee desktop, case management, knowledge management, and web self-service, to help introduce a richer, more personalized customer experience, ensure consistent service across phone, web, email, SMS, and local offices, and deflect more costly phone contacts to more cost-effective self-help channels.

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The opportunity to leverage automation to reduce costs and improve speed, accuracy and compliance, and the customer/employee experience is substantial with RPA.

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Keeping employees happy and customer needs met, as new people join and new channels are introduced, can be a challenge. Huw Jones leads this masterclass about schedule reviews; an essential planning tool to manage changing landscapes.

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As businesses embrace automation, AI and robotics, the world of work is changing. The panel discuss how equipping your teams with the right tools and training will help meet rising customer expectations and employee retention.

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