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Driving Innovation has wrapped up in sunny (and rainy) Orlando! Attendees spent the week networking with each other, sharing best practices and ideas, and gaining new ones to take back to their organizations. They enjoyed last night’s amazing and entertaining…
Day three of Driving Innovation has continued the great momentum from days one and two! Verint’s Ryan Hollenbeck, senior vice president, global marketing, provided an overview of Verint’s customer experience program for attendees at the opening session…
By Verint Connect Member
Today the second annual Verint Executive Summit took place at the Verint Driving Innovation global user conference in Orlando, Florida. More than 50 executives discussed how customer-centric organizations can optimize omni-channel engagement, deliver…
What a two days it’s been at Driving Innovation! For the last 24 hours, approximately 1,000 attendees have been enjoying energetic and inspiring sessions, a lively Technology Showcase spanning Verint and KANA Software solutions, a wide variety of sessions…
Today, two-time World Champion Eco-Challenge Adventure Racer and San Diego firefighter Robyn Benincasa shared with Driving Innovation conferences attendees “How Winning Works: The Essential Elements of Human Synergy.” Or, as she also puts it, “that magic…
Verint customers and partners are gathering today in sunny Orlando, Florida from around the world for The Verint Driving Innovation™ global user conference at the Hilton Orlando Lake Buena Vista Hotel. Attendees will enjoy a wide variety of sessions,…
By Verint Connect Member
Getting your message to the correct recipients is not always easy; however, Verint Enterprise Feedback Management (Version 7.1 and higher) can help. While you can’t make everyone on your email campaign list add your organization to their coveted “trusted…
By Verint Connect Member
The Verint Driving Innovation™ global user conference will take place next week, June 9-12, at the Hilton Lake Buena Vista in Orlando, Florida. This year’s conference program takes an in-depth look at how organizations are leveraging Actionable Intelligence…
Today Verint announced its participation in three global conferences in June: Financial Services Winning Insights June 5; London, England Verint’s Claire Richardson, vice president, workforce optimization, EMEA, will present “Transforming Customer…
In our previous blog , we introduced two ways that your financial institution could transform its branches into more proactive sales engines . Let’s briefly review them before diving into our next tips. First, begin by conducting a sales productivity…
Improving the customer experience and increasing loyalty—while actually helping the bottom line long-term—really is possible. However, it requires a structured and deliberate focus on maximizing the effectiveness of your workforce optimization solution…
By Paul Stockford, Chief Analyst, Saddletree Research
The trend toward bringing the management of the front office and the back office together in the enterprise continues to gather momentum as evidenced by the year-end numbers gathered by Saddletree Research in conjunction with the National Association…
One of the nation’s largest vision insurers started their journey toward an enterprise-wide performance management program with a simple conversation. One day a claims processor stopped the head of customer care in the hall and asked if he could get the…
Organizations worldwide are increasingly looking for ways to engage their employees, encourage their feedback and increase their loyalty. Cynthia Clark’s recent 1to1 media article, Six Ways to Keep Score of Employee Contributions , focuses on how business…
By Verint Connect Member
Verint and KANA ® , A Verint ® Company, continue to demonstrate our combined capabilities for Customer Engagement Optimization at key industry events, exhibiting at the Gartner Customer 360 Summit in Orlando, Florida from May 19-21. This annual conference…
By Paul Stockford, Chief Analyst, Saddletree Research
The Verint-KANA combination provides the technology foundation for customer engagement optimization — the next evolution toward creating a truly customer-centric enterprise. The first step was customer service management in the 1980s followed by customer…
Banks are responding to the decrease in consumer branch visits by evolving their operating models from having separate tellers and sales employees to “universal” employees. In some cases, they have modified their traditional layouts to have a single queue…
Too often the evaluation of employee performance is performed in silos, focused on the particular department’s goals, rather than the overall organization’s goals. In the Corporate Executive Board (CEB) blog post, “ 5 Reasons Your Performance Management…
By Verint Connect Member
I recently attended the annual SWPP Conference in Nashville, Tennessee for the first time. It felt like it was finally time for me to head down and see how much the conference was expanding beyond pure contact center and into the back office and the rest…
By Verint Connect Member
Desktop Analytics (DA) is a relatively new solution that has great potential to deliver value and benefits to contact centers, branches and back-office operating departments by providing transparency into everything that employees do at their desktops…
By Lisa Pleman
Are you an administrator using Verint Enterprise Workforce Management as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that there are two new scheduling usage settings, Resource Constraint…
By Verint Connect Member
Kicking off the 2014 CXPA Insight Exchange in Atlanta, Georgia today is Jeb Dasteel, Senior Vice President and Chief Customer Officer for Oracle. In his introduction, he was described as a shining example of “someone taking the customer experience to…
One of the best advantages of attending Verint’s Driving Innovation global user conference is the wide range of available breakout sessions, with many tracks to choose from , depending on what interests you and your organization’s needs: Customer…
Most organizations, regardless of their industry, would likely assert that customer experience is important. However, investing in technology to help achieve that goal—or even prioritizing internal customer experience programs and initiatives—can be challenging…
By Verint Connect Member
Verint and KANA are engaging in their first joint industry conference presence in North America today during the Contact Center Expo & Conference at the San Diego Convention Center in San Diego, California. The Contact Center Expo is a leading global…