International Insurance Provider Implementing Enterprise Workforce Optimization Software from Verint

PRESS RELEASE: Verint® announced that the operations hub of an international insurance organization is implementing Verint Enterprise Workforce Optimization™ (WFO) to provide service to several of its various global centers. The insurer selected Verint’s WFO solutions to help advance operational performance and workforce efficiency in order to execute work faster and more accurately, better meet customer expectations and reduce costs.* Continue reading International Insurance Provider Implementing Enterprise Workforce Optimization Software from Verint

Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider revenue streams

PRESS RELEASE: Nokia unveiled new machine learning capabilities and expertise to help service providers strengthen the digital customer experience. Designed to help service providers improve business processes and deliver greater value to subscribers, Nokia’s new solutions include Nokia Autonomous Customer Care and Nokia Cognitive Analytics for Crowd Insight software, and the Nokia Analytics Office Services suite, each targeting high-growth segments of the software and services market. Continue reading Nokia bolsters software offering with increased intelligence to improve digital customer care and drive new service provider revenue streams

Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds

PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced the findings of an industry-first survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Continue reading Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds

Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social

lithium-logoLithium Technologies today released the State of Social Engagement 2017, its annual study that examines whether brands are using social to engage effectively with consumers. Among the key findings, 98 percent of brands are stuck in broadcast mode, relying largely on push tactics rather than proactively listening and responding to their customers across social channels. Continue reading Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social