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In general, no one likes a complainer. Complainers are cast as the antagonists in customer service scenarios. These are the customers that you politely diffuse and move to the next interaction. Their issues and concerns can vary considerably, from the…
By Verint Connect Member
Today’s comprehensive range of video surveillance options provides customers with higher detailed video, covering more locations and for more hours of the day than ever before. In fact, a customer could have cameras capturing every square inch of a facility…
By Paul Stockford, Chief Analyst, Saddletree Research
What are the top issues on the minds of call center managers and executives? The National Association of Call Centers (NACC), a 503(c)(6) not-for-profit research function and industry membership organization based at The University of Southern Mississippi…
By Verint Connect Member
Verint Enterprise Feedback Management (EFM) supports a variety of survey question types, including matrix questions. These two-dimensional versions of the multiple choice format are arranged like a table, with questions listed on the left and answer choices…
By Jerry Silva - Global Banking Research Director, IDC
Recently, while contemplating the latest thinking around the future of the bank branch, my mind went off on a small tangent as I realized that I'm lucky enough to have lived in Boston through the most exciting of times for a pro football fan…the Bill…
By Verint Connect Member
In part one of this blog series , we reviewed traditional quality monitoring (QM) and its shortcomings. We also explored how speech and text analytics can help improve the historical approach to QM by enabling the identification and categorization of…
By Verint Connect Member
A stock portfolio of customer experience leaders had a cumulative gain of 22.5 percent (2007 to 2011) compared to a -1.3% decrease for the S&P 500 Index according to the February 2013 Forrester Research, Inc. report, “Why Customer Experience, Why Now…
By Verint Connect Member
Did you feel the ground just shake? Seismic shifts don’t happen that often in contact center land. But, gasp, quality monitoring (QM) is changing.
By Verint Connect Member
Yesterday I listened to a presentation from Professor Stuart Firestein on TED . He talked about the pursuit of ignorance. He used a great metaphor; knowledge is like ever expanding ripples on a pond, but our ignorance (the circumference of that knowledge…
By Verint Connect Member
Today’s financial institutions face a growing threat of bank and ATM robberies, skimming scams, credit and debit card fraud, and more. Fraud alone costs banks millions of dollars each year, damages their credibility, and increases risk and liability.…
By Verint Connect Member
A lot of people ask me what makes a successful Customer Experience program. I can answer this question in many ways, but they all start with one thing: measuring the customer’s perception. Because the customer experience is the sum total of all interactions…
When you think of the banking sector you would be forgiven for not thinking of pioneering strategies to increase customer satisfaction and quick, effective complaint handling. It would appear you’re not alone. Which? found in a recent report that of the…
By Verint Connect Member
“ More than three-fourths (76 percent) of P&C insurers’ chief claim officers rank workforce management as their top claim-related challenge ,” according to the P&C Claim Officer Survey conducted by Towers Watson in September 2013. The survey cites the…
By Verint Connect Member
Having previously worked in a high street bank for 20 years+ it should not surprise me how they can get things so fundamentally right and fundamentally wrong all at the same time. I recently applied to my bank for a new mortgage. I already had a mortgage…
This week, Verint announced the signing of a definitive agreement to acquire Victrio. Located in the heart of Silicon Valley, in Menlo Park, California, Victrio is an innovator in fraud prevention and identity authentication solutions. A leader in its…
“We don’t know what we don’t know.” Ever been in that situation, when you feel something’s just not right but you can’t put your finger on it? That’s what the VP of an investment management firm felt when he was tasked with “improving operational efficiencies…
By Verint Connect Member
Analog video has performed well in the retail environment for many years, foiling shoplifters, identifying employee theft and generally helping to minimize the effects of shrink on the bottom line. Cost concerns and a history of on-the-job success might…
The Chinese philosopher Lao Tzu stated “The journey of a thousand miles begins with one step.” This begs the question: what matters most—the journey or the destination? The answer depends on the situation. When customer satisfaction is the benchmark,…
By Verint Connect Member
Was it ever in doubt? Well, I guess that depends on your perspective but now that England has booked their place to Rio what plans will you be making? If you haven’t already confirmed your plans to go you will want to hurry up – I heard on the radio today…
By Verint Connect Member
Today’s customers have a voice. In fact, one of my colleagues likes to say, “Even the ants have megaphones!” And, they are using them to tell their stories about you—in surveys, contact center calls, emails and chat sessions, as well as on Facebook, Twitter…
By Lisa Pleman
Did you know that you can use filters and publishing features within Impact 360 Workforce Optimization (version 11.1 and higher) to communicate and confirm Overtime (OT) and Voluntary Time Off (VTO)?
By Paul Stockford, Chief Analyst, Saddletree Research
To an enterprise, there is nothing more important than loyal, satisfied customers. Businesses lose billions every year to customer defections. In the banking industry, the boutique consulting company cg42 calculated that in 2013 the top 10 US retail banks…
By Verint Connect Member
According to a recent article in Forbes , business leaders are now realising that it is difficult to compete on price, and that customer service is the differentiator. This is the topic of a new book - The Effortless Experience: Conquering The New Battleground…
By Verint Connect Member
Increasingly, companies are capturing and analyzing customer interactions, sentiments and trends across multiple channels, improving performance and optimizing the customer experience with a unified workforce optimization solution. Following are some…
By Verint Connect Member
The Verint Experience was recently held during the ASIS 2013 show in Chicago, where tens of thousands of security professionals converged at Chicago’s McCormick Place to network, connect, learn, and take in the latest security technologies. This environment…