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  • The Affordable Care Act: Opportunities and Challenges

    By  Verint Connect Member

    Under the pressures of healthcare reform, the multifaceted world of healthcare insurers is more complex than ever. Adding to that, the Affordable Care Act (ACA) has instituted both significant new opportunities and considerable business challenges for…

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  • Trade Reconstruction Requirement Drives Need to Record, Tag and Store Data

    By 

    In the wake of the global financial crisis, legislators across the globe, and particularly those in the worst affected English-speaking countries, have been working to minimize the chances of it ever happening again. The perception, among lawmakers…

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  • Turning Customer Complaints into Clues for Improving Service Interactions

    By 

    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…

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  • Surveillance Analytics: Then and Now

    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…

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  • Wanted: Participants for the NACC/Saddletree Research Survey

    By 

    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…

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  • Tech Tip: Creating a Matrix Question in a Survey

    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…

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  • The Team Approach to Branch Transformation

    By 

    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…

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  • Putting the Customer into Your Quality Monitoring Efforts

    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…

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  • How to Transition from Random Sample to Customer-Informed Quality Management

    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…

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  • Customers Are Changing Quality Monitoring

    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.

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  • We need more ignorance.

    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…

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  • Best Technology Bets for Banking and Financial Security

    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.…

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  • Successful Customer Experience Programs Are Made of This

    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…

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  • Are the High Street Banks starting to REALLY listen to customer feedback?

    By 

    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…

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  • Workforce Management In Claims – A Number One Priority

    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…

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  • Are the Big High Street Banks capable of providing a truly personal service?

    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…

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  • A Snapshot Into This Week’s Verint + Victrio Combination

    By 

    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…

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  • Back-Office WFO in Action: Investment Management Firm Balances Workloads and Reduces Overtime with Back-office Workforce Management

    By 

    “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…

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  • IP Video: The Choice for Retail

    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…

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  • Does the Journey or End Result Matter Most?

    By 

    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,…

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  • Rooney & Gerrard save the UK economy Billions. What will the impact be on your business?

    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…

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  • Even the Ants Have Megaphones!

    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…

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  • Tech Tip: Coordinating Overtime and Voluntary Time Off in Impact 360 Workforce Optimization

    By 

    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)?

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  • Keeping Loyal Customers Loyal

    By 

    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…

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  • Want to drive a smooth customer experience? Align your enterprise.

    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…

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