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  • Customer Experience Excellence in Action

    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…

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  • The Verint Experience Swept Through the Windy City

    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…

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  • The Service Recovery Paradox: No Excuse for Bad Service

    By  Verint Connect Member

    “Now that we’ve addressed their issue, the customer actually seems happier with us than they have ever been before.”

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  • Omni-channel Voice of the Customer – Are You Ready?

    By  Verint Connect Member

    It’s been a long-held challenge for workforce planners to adequately staff up their organisation for the ‘lunch-time rush’. Late morning to early afternoon has typically seen consumers diving for the phone en masse in a bid to contact their service provider…

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  • Stop, or I’ll Tweet!

    By  Verint Connect Member

    I remember being told that a customer who receives excellent customer service will tell one person about their experience, but a customer who receives poor service will tell ten. This always seemed quite harsh to me, as if little appreciation was given…

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  • Getting more from your technology investments.

    By  Verint Connect Member

    Have you seen the vast number of “top tip guides” related to getting more out of your employees and technology investments? I have to say that some of these guides are good, but some are definitely not so good. These guides, along with my colleague’s…

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  • "Happy People Sell"

    By  Verint Connect Member

    Companies face many challenges on multiple fronts. Most notably for me is the somewhat conflicting idea of improving customer service whilst reducing cost. Surely this is an impossible task? Not necessarily.

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  • Where is your “blind spot” in your Back Office?

    By  Verint Connect Member

    In a “previous life”, I was a senior stake holder/manager in a large Contact Centre Operation with a multi-channel environment. With complex front and back office departments, various geographical locations with employees’ with different skills, languages…

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  • Rethink your marketing approach

    By  Verint Connect Member

    The world of customer service is evolving and understanding the next generation of consumers must be a priority for organisations in order to best understand where to focus their efforts. Retaining and generating loyal customers, healthy profit margins…

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  • To Switch or Not to Switch; Is That the Question?

    By  Verint Connect Member

    It is surprisingly easy to switch suppliers. In the last three years I have switched banks, TV, broadband and mobile. While an increasingly easy process, for obvious reasons it is not necessarily promoted. For the years I complained about my bank, my…

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  • Stay engaged, stay smiling, stay successful

    By  Verint Connect Member

    I read an interesting article recently about how some people are naturally very “smiley” and others are not. The ability to smile a lot, and to put people at their ease, seems to be a disposition people have, and not something that can be easily taught…

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  • Social media - spamming through a social channel?

    By  Verint Connect Member

    Over the past year I have seen and experienced many great examples of social media communication, where organisations are listening, responding and engaging with followers. Unfortunately, for every business that gets it right, there are many who don't…

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  • How to ‘right staff’ a retail bank, in a constantly changing world.

    By  Verint Connect Member

    As retail banks see an increase in the use of Internet and Mobile banking technology, the need for day to day use of the Retail branch continues to fall, yet branch numbers remain steady. Why is that and how can banks deal with an ever decreasing footfall…

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  • Welcome to the new Verint InTouch Blog—Subscribe to Your Preferred Topics

    By  Verint Connect Member

    The Verint blog is getting even better! Since its inception, you’ve come to expect content that provides helpful insight and tips for enhancing customer relationships, maximizing the voice of the customer and employee, improving workforce productivity…

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  • You did the difficult bits right… but still managed to mess things up anyway.

    By  Verint Connect Member

    Recently I had to go through the rigmarole of renewing my car Insurance. It’s probably worth mentioning that I had no desire to leave my current provider; quite the opposite in fact. I had the misfortune this past year to be involved in a minor altercation…

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  • Not Just Another Hallmark Holiday

    By 

    The Christmas decorations are on display at the local Walmart. Last night I saw a TV commercial with Santa dashing through the snow on a Schick electric razor. Children know they’d better watch out, they’d better not cry, they’d better not pout and I…

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  • Verint Recognized as a Leading Provider of Video Intelligence

    By  Verint Connect Member

    The Video and Situation Intelligence division of Verint is pleased to announce that the company has been recognized in the 2013 IMS Research Video Surveillance Report as a leading provider of network video surveillance in today’s dynamic video security…

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  • Risky Business: How Analytics Can Help Manage and Reduce Consumer Risk

    By 

    Verint’s Daniel Ziv, vice president, voice of the customer analytics, recently wrote an article for MediaPost about effectively using analytics to reduce customer-related risk in today’s increasingly “noisy” world.

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  • Digital Channel Growth Pressures Branches and Contact Centers to Evolve

    By 

    In parallel with the explosive growth of smart phone sales and app development and usage, consumers continue to adopt digital channels at a record pace for their financial and other day-to-day needs. 1 As consumer behavior patterns shift, the more traditional…

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  • Equipping Correctional Facilities with Intelligent Audio and Video

    By  Verint Connect Member

    Correctional facilities face unique challenges compared to other environments such as retail stores or major transportation hubs. Overcrowding, lack of resources, brutality and gang assaults can all present serious issues. Even false accusations can lead…

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  • Customer Experience and VOC Excellence @ Gartner 360 Summit

    By  Verint Connect Member

    The Gartner 360 Summit kicked off this morning in San Diego, California, with the goal of sharing and collaborating on strategies and technologies that are enabling organizations to better understand and engage their customers.

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  • Top 6 Opportunities to Increase Capacity and Productivity

    By  Verint Connect Member

    By understanding and having actionable intelligence on work, people and processes, companies can make smarter decisions on how to optimize their resources and workloads to meet customer service goals. Following are six commonly overlooked opportunities…

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  • Connecting the Dots Between Performance and Profits

    By  Verint Connect Member

    Performance Management, the product and process of optimizing organizational workforce performance, first emerged during the “second generation” of workforce management (WFM) and has evolved significantly over the past decades. The first generations of…

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  • Keynote Session by Verint CEO Dan Bodner Highlights "Better Business and a Safer World"

    By 

    The second full day of Driving Innovation 2013, the Verint global user conference, began with Verint CEO Dan Bodner presenting an overview of Verint to approximately 1,000 attendees.

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  • What Makes a Successful Voice of the Customer Program?

    By  Verint Connect Member

    Tune in to this August 6 webinar to find out!

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