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  • Be Part of the 2016 Engage Global Customer Awards

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    Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee…

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  • Using Voice Biometrics in the Call Center to Combat Digital Fraud

    By  Verint Connect Member

    The rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft. Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the…

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  • The Marriage of Knowledge Management and Quality Management

    By  Verint Connect Member

    Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be? Should we improve our classroom…

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  • Back Office Workforce Management: The Second Wave

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    It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. Although the back office was an entirely separate operation from the front office contact…

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  • Customer Engagement: Executive Perspectives, Part Two

    By  Verint Connect Member

    As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process. …

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  • I Have a Facebook Account…So Why Do I Need an Online Community?

    By  Verint Connect Member

    Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives. Social networks and online communities—the distinctions Social networks such as Facebook…

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  • Don’t Miss the Chance to Hear Trailblazing Sports Agent Molly Fletcher at Engage

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    The increasingly competitive nature of the marketplace continues to make every customer interaction important. Loyalty is at stake—quite frankly, your competitors are after your customers. The good news is really caring about your customers and being…

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  • New Text Analytics Methodology to be Presented at Analytics 2016

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    Innovation is a core value at Verint. Underscoring this approach, on April 12, Randy Holl, Chief Technology Officer, Contact Solutions, A Verint Company, will present “Methods and Apparatus for Predictive Modelling and Analysis of Textual Network Interactions…

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  • Now Is the Time for My:Time

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    Every now and then an idea comes along that makes you wonder why somebody didn’t think of it sooner. Have you ever been in the middle of an online interaction and were interrupted or had to leave the self-service session to look up information? This…

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  • Top Strategies for Self-Service Success

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    Are you looking to implement self-service for your customers, or are you assessing the quality of your current self-service solution? Would you like to hear some tips on achieving self-service success? Self-service is a tremendous tool for organizations…

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  • Verint Speakers: Improving the Customer Experience and Workforce Management

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    Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT…

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  • Digitally Transforming the Bank Branch: The First Step

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    It may seem odd to begin a digital transformation with a legacy physical asset like a bank branch, but the reality is that the branch can be the face of any digital transformation project. Many believe that the bank branch is on borrowed time. There…

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  • The 2016 State of the Speech Technology Industry: Speech Analytics

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    As organizations place increasing value on what their customers think and feel, the potential in evaluating a customer’s actual words cannot be overstated. The effects of understanding and then acting on this information can positively affect how all…

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  • Adaptive IVR: It’s All About Behavior

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    When you hear terms such as “adaptive personalization,” Interactive Voice Response (IVR) probably isn’t the first thing that springs to mind. In fact, most people don’t associate those words with the contact center at all, but they are becoming increasingly…

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  • Customer Engagement: Executive Perspectives, Part One

    By  Verint Connect Member

    Over the weekend I read a Fortune online story by journalist @KatherineLewis that suggests customer service associates in contact centers should stop providing “scripted empathy.” She states that industry experts agree that providing associates with…

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  • The Disruption of Quality Management

    By  Verint Connect Member

    There is a tremendous opportunity to improve how quality is managed in most contact centers. It is ripe for disruption. As I was putting together my thoughts on this blog I went to Investopedia to look up their definition of Quality Management. They…

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  • Wanted: Participants for TSIA’s Global Technology Survey

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    As part of its 11th annual Global Technology Survey, the Technology Services Industry Association (TSIA) is seeking feedback on 40 categories of tools used by professionals in customer support, professional services, education services, managed services…

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  • Transforming the Invisible Back Office into a Competitive Differentiator

    By  Verint Connect Member

    For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions…

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  • Do Government Digital First Strategies Actually Deliver?

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    I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don't know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them…

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  • Progress vs. Perfection: Setting Realistic Expectations

    By  Verint Connect Member

    Nobody’s perfect—it’s an expression we’ve all heard thousands of times. Despite the popularity of this phrase, society continues to set unachievable standards by which to measure ourselves. From airbrushed photos of celebrities to athletes who feel pressured…

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  • How Telligent Community Complements Verint Engagement Management

    By  Verint Connect Member

    One of the best things you can do for your customers is save them time and effort. And if you’re looking for a way to help increase loyalty, these are great starting points. That’s where Telligent Community social self-service can help. With the rising…

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  • The Future of Self-Service—Virtual Assistants, Speech Recognition and the Internet of Things

    By  Verint Connect Member

    When was the last time you actually walked into your bank or even spoke to a bank representative? For many of us, these activities are now rare occurrences. When was the last time you had a travel agent book a trip for you? It has probably been quite…

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  • Design Your Knowledge Management Future

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    Designing a knowledge base involves more than just categorizing a set of content and indexing it onto a page. In fact, a well-formed knowledge base can seem almost magical in its ease of use, power of search, and quality of results. So, how can we create…

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  • Get a First Peek at Upcoming Verint Customer Conference Sessions

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    Organizations are increasingly trying to make good use of their time and monetary resources—and discover ways to engage customers more effectively. Verint customers have the opportunity to do all three in Chicago, June 27-30 at the Verint Engage Global…

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  • It’s Not Enough to Focus Only on Contact Centers

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    For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording…

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