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  • Customer Engagement Versus Experience

    By  Verint Connect Member

    We’ve all seen the flood of messaging that is talking about today’s customers. If you’ve been taking a really extended vacation and don’t know what I’m talking about, let me help get you up to speed. It sounds like this: Customers are constantly on the…

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  • Employee Feedback Lays Groundwork for Business Improvement

    By 

    Some organizations truly understand the importance of employee engagement and demonstrate it with their actions. One of those is Verint customer CenturyLink, who recently spoke with 1to1 Media about how they are using Verint Speech Analytics as an element…

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  • Tech Tip: Integrating Customer Feedback with Quality Monitoring

    By 

    Are you using Verint Quality Monitoring (QM) as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that a post-call IVR survey is tied to a recorded call within QM? From your Workforce Optimization…

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  • Connect 2014: Ideas for Transforming Customer Engagement with KANA and Verint

    By  Verint Connect Member

    Verint customers: Did you know that the KANA, a Verint Company Customer Conference is taking place in San Francisco, California, September 21 - 24? Don't miss your chance to attend this interactive conference to learn more about how the combination of…

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  • Are You Managing Your Schedules—Or Optimizing Them?

    By  Verint Connect Member

    A colleague of mine has a pet peeve: customers who purchased a workforce management (WFM) solution years ago and have gradually stopped using it for schedule optimization. In his view, lots of companies today use WFM for schedule management, and not enough…

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  • Two Verint Experts Named Contact Center Thought Leaders on Twitter

    By 

    Verint is proud to announce that this week Greg Sherry, Vice President, Marketing, and Nancy Porte, Vice President, Global Customer Experience, were named as contact center thought leaders on Twitter in the International Customer Management Institute…

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  • Keeping Citizens Safe Is a Full-time Job

    By  Verint Connect Member

    Homeland security initiatives are on the rise, thanks in large part to a growing concern over terrorist activity, according to a new report by Transparency Market Research . The global homeland security market was valued at more than $245 billion in…

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  • Are Your Customers Engaged?

    By  Verint Connect Member

    With the recent acquisition of KANA Software , we’ve been talking quite a bit here at Verint about what it means to optimize customer engagement. Customer engagement is different than customer experience and shouldn’t be confused. There are many debates…

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  • Filtering the Noise of Big Data

    By 

    In a panel discussion at Verint’s Driving Innovation user conference, attendees discussed the challenges of having too much data. Managers and executives are often overwhelmed with the amount of data being generated by many new solutions, such as desktop…

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  • Tearing Down Silos—Building Up Customer Communication

    By 

    More and more, customers are making it clear that many organizations are going to have to evolve—and this means breaking down silos—to provide the kind of customer experience that will keep them coming back. A lot still needs to change in order for…

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  • Don’t Just Experience . . . Engage

    By  Verint Connect Member

    Positive customer experiences don’t just happen—they take work. Moreover, customer expectations are through the roof. When their experiences are less than positive, the world often hears about it. Poor experiences have more significant consequences than…

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  • Customer Experience and the Brand Promise

    By  Verint Connect Member

    I recently had lunch with a Verint customer who is a senior vice president of customer advocacy at a global software company. He outlined how delivering a superior customer experience should be at the heart of an enterprise strategy for growth and sustainable…

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  • Customer Engagement Optimization – and the Bank Branch

    By 

    If you asked consumers what types of services or transactions they need a bank branch to provide, you’d receive a wide range of answers. The way that people bank today is very different than it was ten years ago, with greater use of next-generation ATMs…

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  • Capacity Plans: Where Do They Fall Short?

    By 

    Most organizations conduct a capacity planning exercise—whether it’s once a year, quarter or month. At a minimum they have three components: 1) a broad sweep estimate of the various types and volumes of work performed; 2) a calculation of the number of…

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  • "Pump Up" Your Quality Assurance Program

    By 

    The need for agents to provide the best service possible continues to intensify in this day and age of choices and instant communication. How can organizations keep up? Traditional "side-by-side" monitoring has long involved a supervisor listening to…

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  • Bridging the Gap

    By  Verint Connect Member

    I recently had the opportunity to spend a couple of days at the Professional Planning Forum’s (PPF) annual conference in Brighton. This year’s theme was “Bridging the Gap – People Build Success” and focused on the importance of engagement in order to…

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  • Tech Tip: Formatting Tips for Surveys

    By  Verint Connect Member

    Are you having difficulty formatting your surveys in Verint ® Enterprise Feedback Management TM (Version 7.1 and higher)? Are the font styles and sizes changing from question to question, or does something just not seem right? If the answer is yes to…

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  • Is Your Organization Ready for the Truth?

    By 

    As organizations strive to make sound decisions to stay competitive, gaining helpful insights from data becomes more important than ever. How comfortable are you that your organization’s data can paint an accurate picture of what’s really happening? …

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  • Technology Innovation Is Changing How UK Consumers Bank

    By 

    A new report published July 7 by the British Bankers Association and EY, “ The Way We Bank Now ,” shares how the ongoing digital banking transformation, growing consumer adoption of technology, and competition among banks is delivering significant improvements…

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  • Speech or Text – That Is the Question

    By 

    Speech analytics and text analytics are extremely valuable tools in the battle for that precious data contained in recorded conversations with customers and in the text-based channels where they regularly communicate. Text and speech analytics enable…

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  • Keeping Consumers Healthy While Meeting Their Great Expectations

    By 

    As with nearly every other industry recently, the healthcare industry faces some pressure to become more customer-centric. Health payers are increasingly being held to the customer experience standards of completely unrelated industries, thus creating…

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  • Verint to Participate in Several Global Conferences and Webcasts in July

    By 

    Verint V-Impact 2014: Reinforcing the VoC Management Framework July 10; Tokyo, Japan Verint’s Shintaro Suwa, consultant and product marketing manager, and Daisuke Tomomatsu, application consultant, will present “How to Strengthen Customer Engagement…

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  • Creating a Successful Customer Experience Program

    By  Verint Connect Member

    When setting out to complete a customer experience program, it’s important to start capturing, measuring and acting on customer feedback as quickly as possible. However, it’s also critical to make sure that you do so in a manner that delivers benefits…

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  • How Speech Analytics Can Help Solve Quality Monitoring Challenges

    By 

    Today’s organizations are tasked with keeping up with a relentlessly evolving customer landscape. Expectations have never been higher, the ability to change providers has never been easier, and each conversation has never been more important. Clearly…

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  • What Has More Impact—Improving Processes or People?

    By 

    Recently, I was speaking to a customer about their enterprise-wide operational excellence improvement initiative. They broke down their approach into three phases: 1) Capture employee activity data to improve low productivity and reduce “unplanned”…

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