Verint and Two Customers Named as Contact Center Award Finalists

Contact center excellence is becoming something of a rarity these days. More often than not, customers are greeted with long waits, frequent transfers and agents who lack knowledge. While the COVID-19 pandemic understandably put a tailspin on the call center industry, many organizations haven’t solved in their problems in more than two and a half years.

For this reason, it’s worth handing kudos to the companies that have gotten it right. The ICMI Global Contact Center Awards were recently announced, and customer engagement company Verint (News - Alert) noted that several of its customers were among the finalists.

The ICMI awards recognize the frontline workers, managers, and teams who deliver an excellent customer and employee experience in a fast-paced and dynamic work environment. Verint customer nominee finalists include:

• MSC (News - Alert) Industrial Supply Co., a premier distributor of metalworking and maintenance, repair and operations products and services to industrial customers throughout North America, is nominated for the Best Large Contact Center category. MSC uses Verint Workforce Management and Enterprise Feedback Management solutions to enhance customer experience, reduce costs and improve accuracy.
• Navy Federal Credit Union, the largest member/retail credit union in the U.S., is among the finalists in the Best Contact Center Culture category and leverages Verint Speech Analytics to help capture the Voice-of-the-Member to determine what members are saying or feeling, gauge the impact of legal or policy changes on its members and ultimately enable its collections agents to better serve members.

“It’s inspiring to witness the transformation within customer and employee engagement that’s taking place across many industries,” said Verint’s Celia Fleischaker, chief marketing officer. “Verint is committed to helping our customers meet evolving consumer needs and expectations and orchestrate exceptional experiences.”

Verint itself has also been named a finalist. The company’s Verint Intelligent Interviewing, nominated for the Best New Technology (News - Alert) Solution category, is a virtual candidate screening and skills assessment solution designed to elevate candidate quality and customer engagement, accelerate speed-to-hire and enhance employee retention through automated, analytics-driven candidate screening. The solution promotes engagement with candidates earlier in the hiring process to gauge aptitude to help ensure job success and satisfaction. This is critically important to contact centers that require language proficiency, engagement, enthusiasm, empathy, and alertness among other “soft” skills needed to deliver exceptional customer experience.

Edited by Erik Linask