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Smaart Recruitment Annual Contact Centre Best Practice report

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For the last couple of years, Smaart Recruitment have released their Annual Contact Centre Best Practice report and this year Verint had been invited to add commentary to the technology section.

The report has been collated from over 200 different data points with responses received from 165 separate organisations, giving unique insights into the operational effectiveness of Australian Contact Centres.

The full report takes a deep dive into the areas that contact centre leaders believe … Read More

4 Tips You Need to Consider When Building a Digital Community

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Social customer communities have quickly become a necessary component in any self-service stack. As more companies prioritize this essential functionality, it’s important to remember that customer experience and customer-experience software are not one and the same. When it comes to community building, community dynamics are as equally crucial as software functionality.  

As you set out on your journey to build a world-class community for your customers, start with a keen focus on these four elements … Read More

Sara Harrup - In conversation With-03

In Conversation With . . . Sara Harrup

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Last week, Verint’s Australian operations announced a new community partnership with Foodbank Queensland. In this special episode of the podcast, Martyn Riddle talks to Sara Harrup, the CEO of Foodbank Queensland, on how the organisation has adapted to meet the changed conditions and increased demand brought about by the pandemic.

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In conversation with … Read More

Communities: The Best Kept Self-Service Secret in Customer Experience

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We all know that 2020 has been anything but straightforward and predictable. Helping your organization’s customers find what they need when they need it in these challenging times has likely been top-of-mind through better customer experience.

Communities have saved the day for many organizations this year. They have helped organizations navigate and thrive in the current environment by giving customers, employees and partners a single online resource to find timely advice and answers to product- … Read More

Omdia Ranks Experience Cloud as an XM “Market Leader” | Verint

Did You Hear? Omdia Ranks Experience Cloud as an XM “Market Leader”

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Tech analyst firm Omdia (formerly Ovum Research) has given Verint an “advanced capability or breadth” rating in AI-enabled platforms for its experience cloud solution. The firm recently released its “Market Radar: AI-enabled Experience Management Platforms” report, which evaluates vendors on their ability to support continuous customer engagement improvement.

Verint Experience Cloud received the highest “advanced capability or breadth” rating on multiple criteria. Omdia cited several strengths, including:

  • A unified XM platform on a common codebase
… Read More
In conversation with David Sheiff

In conversation with . . . David Shieff

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In this episode Martyn hands the baton over to guest host Ian Harrison, Verint’s Director, Customer Experience Optimisation, for an in-depth conversation with David Shieff, Founder and Director of New Zealand Analytical Consultancy firm Incisive. Ian and David discuss the pre requisites for succeeding in an age of disruption and rapid change, and the ability to see sooner and act faster with strategic decisions based on robust data insights and foresight. David reveals his top … Read More

Happy CX Day and Customer Service Week!

Happy CX Day and Customer Service Week!

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CX Day and Customer Service Week are times for customer experience and customer service professionals to come together. It is a day to celebrate our success. To share impacts of our peers on their organizations and the profession. These celebrations give us an opportunity to honor our team members, and it keeps us connected to the global conversation about customer experience.

But these events are a time to celebrate our customers. The people for whom … Read More

Top 10 Best Practices for Optimising Post-Call Interaction Surveys Using IVR (Part Two)

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In our previous blog, we shared 5 best practices for optimising your IVR surveys to improve post-call interaction, increase revenue, and decrease costs. Check them out if you haven’t! In this blog we’ll explore five more. 

6. Provide a recorded message of the CEO explaining the importance of the feedback 

If your CEO is willing, include a short message from him or her at the beginning of the survey, letting customers know they … Read More

Top 10 Best Practices for Optimising Post-Call Interaction Surveys Using IVR

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Contact centres around the globe have been inundated with questions about the COVID-19 pandemic from customers who are experiencing unprecedented stress and uncertainty. Those customer questions are being answered by agents who might be working from home for the first time. Some companies have even been taking employees from other functions, such as bank branch employees, and having them answer calls. 

Amidst all these changes, do you give those customers the chance to tell you … Read More

Competing with Convenience: Why Health Insurers Must Automate to Keep Their Members

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As digital technology continues to reshape all facets of our daily lives, few industries remain unaffected by the need to innovate to meet consumer demands and remain competitive. While some health insurers are leading the pack with their strategies, others are still seeking the right path in their digital transformation.


Although member service concerns vary, there are a few universal concerns felt by all in the health insurance industry, including providing effective education and support … Read More