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  • Early-bird Registration for Driving Innovation Ends January 31

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    Don’t forget that early-bird registration for Driving Innovatio n , t he Verint Systems Global User Conference, ends this Friday, January 31. This year’s conference will be held in Orlando on June 9 – 12, at the Hilton Orlando Lake Buena Vista—and, if…

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  • The Five C's of Motivation

    By  Verint Connect Member

    I came across an old article the other day—the author said there were five Cs to consider in attempting to motivate employees: Culture: An overriding factor for motivation that is driven by things such as management style, processes and procedures.…

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  • It’s That Most Wonderful Time of the Year

    By  Verint Connect Member

    Truly, this is my favorite time of the year. No, not because the winter is finally here in full force, please! Snow storms, cancelled school, and frenzied people on the roads do not get me excited. But the chance to review my customer experience efforts…

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  • Analytics in Action: Ready, Set, Enable, Go!

    By  Verint Connect Member

    Nothing can tell you more about your business than the voice of your customers. For example, did you realize that a contact center with 200 agents produces approximately 10,000 hours of voice interactions with customers per week? These interactions contain…

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  • Why Health Plans Have To Get Member Obsessed in 2014

    By  Verint Connect Member

    In part 1 and part 2 of this series, we discussed the challenges and opportunities of the Affordable Care Act (ACA), as well as the importance of listening—carefully—to healthcare plan members. While driving numerous specific changes that have already…

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  • Tech Tip: Adding Speech-alerting Rules to Impact 360 Workforce Optimization

    By  Verint Connect Member

    Did you know that you can add speech-alerting rules to your categories and term trends within Impact 360 Workforce Optimization on version 11.1 and higher? This way you can be alerted to speech activity even when you aren’t logged in to speech analytics…

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  • Call for Speakers: Driving Innovation 2014

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    Are you interested in presenting during a breakout session at Driving Innovation, the Verint Systems Global User Conference? This year’s conference will be held in Orlando on June 9 – 12, and Verint is seeking customers and partners who would like to…

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  • Back Office WFO In Action: Education Financing Lender Shares Resources to Meet Service Goals

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    Few institutions truly understand the impact of back-office operations on customer experience. Fortunately, some of them do. The VP of Workforce Management for the Education Financing Division of a large financial services firm realized that to improve…

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  • CXPA Launches a Customer Experience Professional Certification Program

    By  Verint Connect Member

    The Customer Experience Professionals Association (CXPA) has announced a new professional certification program, called the Certified Customer Experience Professional (CCXP), launching the first quarter of 2014. It is an important milestone for the profession…

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  • Verint Enters Definitive Agreement to Acquire KANA Software

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    Ryan Hollenbeck, Senior Vice President, Global Marketing, Verint, and James Norwood, Chief Marketing Officer, KANA Software This week, Verint ® entered into a definitive agreement to acquire KANA Software . Located in Silicon Valley in Sunnyvale, California…

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  • Did You Profit This Holiday Season?

    By  Verint Connect Member

    With the holiday shopping rush behind us, it is more important than ever to take a look at margins, profits and customer loyalty. To continue to stay ahead in the market, retailers must differentiate themselves from the competition—especially from online…

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  • Imagine If You Could Share Resources Across Functions

    By 

    Ever walk into an empty bank branch on Wednesday at 10:30 a.m. and find three rather bored tellers? Or, have you ever worked in an accounting or reconcilement department and been swamped at month’s end, but slightly tempted to play solitaire on the third…

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  • The Ultimate Gift this Holiday Season: Customer-Inspired Excellence

    By  Verint Connect Member

    Excerpt from loyalty360.org: ‘Tis the season of giving! While it may not fit nicely into a box with a big red bow, the best present a business can give is to provide the products and services that customers need–delivered and packaged in the way they…

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  • Happy Holidays from Verint!

    By 

    At Verint, we appreciate our customers and partners and wish everyone safe and restful holidays. We look forward to a great 2014!

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  • The Future Is Looking Bright for the Surveillance Market

    By  Verint Connect Member

    Big data’s growth has encouraged demand for high-definition surveillance. According to a recent report from market research firm IHS, the growth of big data within the video surveillance market is leading a growing demand for high-definition (HD) video…

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  • It’s A Brave New “Digital” World

    By  Verint Connect Member

    Just like the 1932 novel Brave New World and other futuristic stories which offer entertaining—sometimes even unsettling—looks into the future, today it seems we truly are living in a new, and increasingly digital, world. A world where consumers are constantly…

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  • From Analog to IP: It’s Not All or Nothing

    By  Verint Connect Member

    As the industry’s long-promised “tipping point” from analog to IP approaches – some experts would say it has passed – analog camera sales are still surprisingly high. Understandably so. Many users have invested significantly in their analog infrastructure…

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  • Verint Launches Impact 360 Mobile App

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    More than ever, today’s busy workforce requires flexibility and access from just about anywhere, anytime. To help meet these needs, Verint has launched Impact 360 ® Mobile™, a native mobile application that introduces additional workforce optimization…

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  • Take Advantage of Early Bird Registration for the Verint User Conference

    By 

    Have you registered for Driving Innovation , the Verint Systems global user conference? This year’s conference will be held June 9 – 12, 2014 at the Hilton Orlando Lake Buena Vista in Orlando, Florida. If you register by January 31, you’ll qualify for…

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  • Tech Tip: Adding Time Off and Calendar Activities in Impact 360 Workforce Optimization

    By 

    Did you know that you can add your Time Off and Calendar activities within Impact 360 Workforce Optimization (version 11.x and higher) to future dates for which you haven’t yet created campaign scheduling periods? In the Forecasting and Scheduling Module…

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  • Listen Closely to Healthcare Plan Members

    By  Verint Connect Member

    Part one of this blog series discussed the opportunities and challenges of the Affordable Care Act’s shift to a more consumer-oriented focus. As healthcare insurers work to manage the widespread confusion with existing members on the implications of the…

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  • What Is an Agile Workforce? Challenge 2: Enterprise Performance Management

    By 

    To effectively develop an agile workforce, enterprises need to find ways to level the playing field so employees from different work areas can be equitably measured against goals. As we discussed in the first blog , creating such a workforce has two…

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  • What is an Agile Workforce? Challenge 1: Scheduling

    By 

    IBM coined the term “adaptive or agile workforce” to describe a workforce that can swiftly adapt to the changing needs of customers, employees, and the marketplace. In practical terms, such a workforce is cross-trained to move between departments when…

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  • Cities Worldwide Are Getting Smarter

    By  Verint Connect Member

    The popularity of the “smart city” is growing worldwide and not expected to slow down any time soon. In fact, research firm Frost and Sullivan recently estimated the smart city market could reach $3.3 trillion by 2025—welcome news for those involved in…

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  • Measuring Loyalty: Are You Missing the Point?

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    Excerpt from MediaPost: For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors. Keeping…

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