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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…
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…
By Paul Stockford, Chief Analyst, Saddletree Research
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…
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. …
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…
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…
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…
By Paul Stockford, Chief Analyst, Saddletree Research
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…
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…
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…
By Marc DeCastro - Research Director, IDC Financial Insights
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…
By Daniel Ziv
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…
By Paul Stockford, Chief Analyst, Saddletree Research
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…
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…
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…
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…
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…
By David Moody
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…
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…
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…
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…
By John Chmaj
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…
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…
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…
By Verint Connect Member
With the convenience of online transactions comes the serious inconvenience of credit card fraud. This has led financial organizations to increasingly focus on ways to mitigate the rise in fraudster activity. Banks and online merchants should be aware…