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  • Understanding and Preparing for a Market Revolution: President’s Welcome to Driving Innovation 2013

    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.

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  • Are You Personalizing the Customer Experience?

    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…

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  • A National Customer Service Week Salute--All Year Long

    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…

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  • The Power of “Outside In”—Insights from Forrester’s Harley Manning

    By  Verint Connect Member

    Verint ● Driving Innovation ● Baltimore ● Day 3

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  • Using the Tools You Have: Branch WFO - for Sellers

    By 

    Although we could debate whether the bank branch is dead (it’s not) or if changing patterns of consumer channel usage are impacting branch transactional volumes (they are), a more compelling question is, “How are banks applying their resources to improve…

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  • Looking to Improve the Customer Experience? Engage Your Employees

    By  Verint Connect Member

    In our first blog in this series , we explored how employee engagement impacts productivity, turnover, loyalty and retention. After that we reviewed the importance of understanding what your employees care about in the second blog . Another type of employee…

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  • Proposed Changes Offered for Payment Card Industry (PCI) Standards

    By  Verint Connect Member

    The payment card industry has spoken--change is coming. The Payment Card Industry Council recently released highlights for the proposed changes within version 3.0 of the PCI Data Security Standard (PCI DSS), pending further edits made from industry feedback…

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  • Are Great Service Reps Born or Made?

    By  Verint Connect Member

    Psychologists have long debated the nature versus nurture argument: Which of the two has the greater influence on who we become? Stated more simply, are we the product of our genetic code or our upbringing and environment? A related argument—certainly…

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  • Tech Tip: Maintaining Your Investment in Impact 360 Solutions

    By 

    The Impact 360 Workforce Optimization suite provides automatic, built-in health monitoring and backup tools to help protect your important data and operations. However, it’s still important to implement data backup strategies and establish a regular maintenance…

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  • Three Easy Ways to Cut Contact Center Costs

    By 

    Contact centers—like every other organization in the enterprise—are under pressure to control operating costs. This presents management with the classic dilemma of how to cut expenses without sacrificing customer satisfaction. The contact center annual…

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  • Do You Know What Your Employees Care About?

    By  Verint Connect Member

    How does employee engagement affect your organization? Have you thought about that? The answer is important—according to the Temkin Employee Engagement 2013 study , better performing companies have more engaged employees. Seventy-five percent of employees…

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  • Imagine If You Could Avert Missed Service Deadlines

    By 

    At the end of the day, it’s about keeping customers happy. “When products and services miss their delivery milestones, customers start to see red.” This is what Dr. Ken West, Ph.D., and COO of the National Business Research Institute (NBRI) indicated…

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  • What Is Predictive Work Aging Analytics?

    By 

    Aging doesn’t just affect people. Predictive Work Aging tracks the status of individual work items against service goals, predicting which items are or will be at risk of missing service goals. To effectively predict if items will meet service goals,…

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  • WFO: The Foundation of a Successful Enterprise.

    By 

    Each interaction represents an opportunity to strengthen or diminish the quality of the customer experience. Therefore, it’s critical that organizations leverage resources available to them to drive more positive interactions. Put Technology to Work…

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  • The Van Westendorp Price Sensitivity Meter

    By  Verint Connect Member

    A slightly more sophisticated form of the Willingness to Pay question (“How much would you be willing to pay for this?”) is the Van Westendorp PSM (Price Sensitivity Meter), which is a battery of four questions. After being presented a description of…

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  • Service Quality Gap Model

    By  Verint Connect Member

    The gap model (also known as the "5 gaps model") of service quality is an important customer-satisfaction framework. In " A conceptual model of service quality and its implications for future research " ( The Journal of Marketing , 1985), A. Parasuraman…

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  • Rating Scale Comparison: Weighing Different Scales for Survey Research

    By  Verint Connect Member

    If there is one thing I dislike, it is giving people advice about scales. As Brian Koma, our vice president of marketing puts it, "People will defend which scale they use like they're fighting a holy war." So here's some advice on why the three-point…

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  • Ranking Questions vs. Rating Questions

    By  Verint Connect Member

    Sometimes I hear clients use the words ranking and rating interchangeably, even though there is a distinction. The difference is simple: a rating question asks you to compare different items using a common scale (e.g., "Please rate each of the following…

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  • What is Random Sampling?

    By  Verint Connect Member

    Using a random sample is the most critical aspect in obtaining unbiased survey data. Learn more about random sampling in this resource.

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  • Race & Ethnicity Survey Questions

    By  Verint Connect Member

    Race and ethnicity are standard demographic questions, which all too often are asked out of habit. Typically, when a client asks me, "What is the best way to ask about race?" my response is simple: "Don't." They typically respond, "But I have to." From…

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  • Qualitative vs. Quantitative Research

    By  Verint Connect Member

    Quantitative market research provides hard data that can be extrapolated to a larger population, using proven statistical techniques.Qualitative market research, on the other hand, seeks to provide narrative, the story behind the story that illuminates…

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  • Open-Ended Questions vs. Closed-Ended Questions

    By  Verint Connect Member

    If open-ended questions are easy to write but hard to analyze, then closed-ended questions can be hard to write but easy to analyze. Learn more here.

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  • Net Promoter Score (NPS) Criticisms and Best Practices

    By  Verint Connect Member

    The Net Promoter Score , popularized by Fred Reichheld in his book The Ultimate Question: Driving Good Profits and True Growth , is one of the simplest loyalty measures. Customers are asked "How likely is it that you would recommend us to a friend or…

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  • Estimating Willingness to Pay

    By  Verint Connect Member

    David Lyon of Aurora Market Modeling is a regular presenter at the American Marketing Association’s annual Applied Research Methods conference, teaching a class on “Survey-based Approaches to Pricing Research”. He begins his class with a discussion of…

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  • Employee Engagement Survey: The Gallup Q12

    By  Verint Connect Member

    Gallup developed its Q12 benchmark specifically to correlate its measure of employee engagement to worker productivity, customer loyalty and sales growth (see this Walker Information correlation between employee satisfaction and customer satisfaction…

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