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Engagement in the Always-on Era

White Paper Published By: Verint Systems UK
Verint Systems UK
Published:  Dec 03, 2019
Type:  White Paper
Length:  28 pages

As our lives become more connected and reliant upon technology, our expectations evolve not just for how we interact with organisations, but also for how we work. The nine to five workdays are in the past. Now, organisations that restrict operating and service hours to this eight-hour window are almost the anomaly.

Powered by social media, chatbots, artificial intelligence (AI) and contact centres across time zones, customer engagement is always-on. If customers have a question, or a problem, they want it fixed now. If they cannot get what they want, then the likelihood of them going to another brand or service increases dramatically.

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