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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…
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…
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…
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.
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…
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…
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…
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…
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…
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…
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…
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…
By Paul Stockford, Chief Analyst, Saddletree Research
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…
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…
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.
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…
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…
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.
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…
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…
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.
By Verint Connect Member
Tune in to this August 6 webinar to find out!
By Verint Connect Member
Today marks Day 2 of our annual customer conference taking place this week in Baltimore, Md. At this year’s event, we’re delighted to be hosting a record number of attendees that have traveled from more than 15 countries.
By Verint Connect Member
Maximizing your investment never goes out of style. Customer experience and workforce optimization initiatives are no exception—employees need the right information at the right time to best serve their customers. Verint’s patent-pending Personalized…
By Verint Connect Member
During the week of October 7-11, Verint recognizes National Customer Service Week. With the theme “United through Service,” this week-long event is dedicated to acknowledging the importance of customer service and honoring the professionals on the frontlines…