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  • A Variety of Session Tracks Available at Verint Global User Conference

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    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…

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  • Attention Bankers: Mixed Customer Satisfaction Results Send Strong Message

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    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…

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  • Update from the Contact Center Expo & Conference in San Diego

    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…

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  • Could Your Smartphone Really Replace Your Branch?

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    BBC News recently reported that Barclays Bank are to start trialling customers paying in (depositing) cheques using their smartphones, as bank customers in the U.S. have done for some time. The article also reports that ‘In 2012, 10% of all payments by…

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  • What Is a Contribution Index?

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    A contribution index is a way of measuring employee performance on an elevated scale, one that rolls up individual metrics into high-level categories of performance that are the same for the entire enterprise. These categories are typically tied to the…

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  • Verint and KANA Team Up at Gartner Summit in London

    By  Verint Connect Member

    Verint and KANA recently joined forces at the Gartner Customer Strategies & Technologies Summit in London, United Kingdom, continuing our launch to define a new Customer Engagement Optimization market, while also highlighting the combined strength and…

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  • Verint Speaking Around the World in May

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    Today Verint announced its participation in several global conferences in May:

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  • Do You Manage a Program or Lead Change?

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    Verint’s Nancy Porte, Vice President, Global Customer Experience, recently wrote an article for Loyalty 360™ describing best practices and recommendations for effectively leading the customer experience efforts in an organization that wants to focus on…

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  • How Is Quality Monitoring Evolving?

    By  Verint Connect Member

    The “Q” in QM stands for “quality,” but the definition of quality has evolved over the years. Some people look at the Q in terms of Quality Assurance, or sometimes Management, rather than the traditional “Monitoring.” Despite the changes in vernacular…

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  • Voice Biometric Screening for More Secure Financial Customer Service

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    If you think your institution hasn't been victimized by fraud attacks on the contact center, look again. It's a decent bet that it is happening and you just haven't identified it as an issue.

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  • Finger on the “Pulse” of Your Customers

    By  Verint Connect Member

    The use of wearables—miniature electronic devices that are worn on your person—has become increasingly popular, interweaving technology into everyday life like never before. One popular type of wearable is a bracelet used for monitoring fitness activities…

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  • Back Office WFO in Action: Southern State Department of Criminal Justice

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    The Information Technology department of a large, southern state Department of Criminal Justice had one primary goal: to improve the performance of their homegrown parole administration system (PAS). Core to the operations of the agency’s parole division…

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  • What’s Good for Your Business? A Problem Handled Well

    By  Verint Connect Member

    First contact resolution (FCR) is often referred to as the “holy grail” metric for contact centers, from which flows the goodness of reduced contact volume, improved customer loyalty and a greater share of the customer wallet. So, it’s not surprising…

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  • Verint's Nancy Porte Named a Top Influencer in Customer Experience

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    We would like to congratulate our own Nancy Porte, Vice President, Global Customer Experience, for being named in the “ 2014 Top 50 Most Active Influencers in #CX – Customer Experience ” by MindTouch for the second year in a row! Nancy has made a long…

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  • Infographic: How to Increase Branch Sales

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    (Click to view full infographic)

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  • Speech Analytics Is Becoming Mission-Critical

    By  Verint Connect Member

    In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be…

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  • Nominations Now Accepted for Innovator of the Year Award

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    Has someone within your organization used software from Verint to increase customer satisfaction and retention, build customer loyalty, reduce costs, drive revenue, improve operational efficiencies, or heighten employee morale? Why not nominate them for…

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  • Tech Tip: Organize Survey Titles Without Impacting the Titles Your Participants See

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    Did you know that you can change the title of a survey created in Verint Enterprise Feedback Management (Version 7.1 and higher) without impacting the title displayed to your participants? This can be handy for labeling surveys in a meaningful way for…

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  • Imagine If You Could Understand How Employees Use Applications

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    How many applications do your employees use on any given day—five, ten, twenty? How many are critical to executing their work, and how many are ancillary or not even work-related? Do you know if they are using the applications as prescribed—or have…

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  • Verint Speaking at Several Global Conferences in April

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    Verint is busy around the world this month: Frost & Sullivan Customer Contact East April 7; Marco Island, Florida Verint’s Roger Woolley, vice president, solutions marketing, and Heather Callahan with Toronto 311 will present “Even in Today's…

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  • Six Steps to Building a Successful Voice of the Customer Program

    By  Verint Connect Member

    How do you find long-term, loyal customers? By addressing specifically what your customers are saying. Many organizations want to build successful voice of the customer programs to increase loyalty but aren't sure what steps to take to make it happen…

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  • The Loyalty Factor

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    As markets change, whether in response to challenging economic circumstances or through natural business evolution, the characteristics of that market change with them. For example, the cellular communications market, once characterized by high prices…

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  • Verint Boosts Workplace Productivity with Mobile Applications

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    In his ground-breaking book In Search of Excellence , author Tom Peters popularized the idea of “Management by Walking Around (MBWA).” First published in 1982, the book sold three million copies in its first four years. Shortly thereafter, there were…

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  • Something Fresh for Spring: Invite Customers to Opt-in to a Panel

    By  Verint Connect Member

    A panel is a group of people with relevant backgrounds who agree to participate in surveys. Businesses organize panels for various groups of stakeholders such as customers, employees, resellers, partners, prospects, etc. Because panelists agree in advance…

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  • What Is Desktop and Process Analytics?

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    In the business sense, the Desktop and Process Analytics solution set provides managers with unprecedented visibility into employee activities, how they are doing them, and time spent on them by capturing data directly from the employee desktop. This…

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