Customer Engagement Optimization Videos

Millennial employees, artificial intelligence (AI), and the increased popularity of self-service have changed the face of customer service. Contact center leaders must look to the future of customer service and tackle these ch...

Renowned futurologist Professor James Woudhuysen discusses the impact of artificial intelligence (AI) for contact centre employees in his latest blog. Whilst new technology can help generate significant amounts of data, he beli...

Renowned futurologist Professor James Woudhuysen discusses the impact artificial intelligence (AI) is having on employees in the workplace and customer engagement. He looks at the evidence from recent research to suggest the fe...

What percentage of customer service calls do you score for quality assurance (QA) in the contact center? Learn how you can evaluate 100% of calls through automation, freeing up your call center staff to spend more time coachin...

Many customer journey maps fail to deliver their full potential. Building consensus, prioritization, and business impact are core benefits of employing this dynamic technique. Join CX CXPA CEO Diane Magers – whose 25 year CX c...

Navy Federal Union's help desk is experiencing its lowest wait time since it began measuring the performance indicator. The credit union also has decreased manual workload for leadership, decreased agent overtime by 12 percent,...

LV= is a UK based financial services company with more than 5000 employees across the country. The company is using Verint Workforce Optimization to bring the organization together on one consistent, flexible platform, enabling...

Bell, Canada's largest communications company, uses Digital Feedback Management from OpinionLab, A Verint Company, to help measure, understand, and improve the online customer experience, in turn elevating customer satisfaction...

Humana Inc. is committed to helping its millions of medical and specialty members achieve their best health. Learn how the company has embedded Verint technology, including Call Recording, Quality Management, Workforce Manageme...