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By Verint Connect Member
The ACSI Score is just one of five multi-item scales that make up the expanded model of the American Customer Satisfaction Index. Each multi-item scale represents a different aspect of customer attitudes: Customer Expectations, Perceived Overall Quality…
By Verint Connect Member
Many great research tools are available for conducting pricing research: Willingness to Pay – Consider simply asking respondents “How much would you be willing to pay for this?” when first researching pricing for a new product or service category…
By Verint Connect Member
When creating a survey, you may be wondering how to tackle age ranges. Learn more by reading this resource from Verint.
By Verint Connect Member
One of the most frequent mistakes I see when reviewing questionnaires are poorly written scales. Novice survey authors often create their own scale rather than using the appropriate common scale. It's hard to write a good scale; instead you are better…
By Verint Connect Member
In online surveys, you should use demographic and firmographic questions to profile respondents and their organizations. See some real-world examples here.
It’s time for round two. Part 1 of this blog discussed the similarities between back offices and manufacturing production lines—underscoring the importance of applying manufacturing and Six Sigma principles to back offices. Let’s dive in more. Management…
By Verint Connect Member
As the guardians of so much wealth, financial institutions have always been a target for thieves, fraudsters and others trying to make a quick buck. Today’s smaller banks as well as large conglomerates are collecting, safeguarding and processing funds…
Today customers have more ways than ever to engage with and obtain products and services. Disruptive competitive forces dictate that only the operationally excellent survive, requiring businesses to map out their customer’s journey and maximize the customer…
By Verint Connect Member
By their nature, corrections facilities are in the security business. Video surveillance works every day in jails and prisons across the country contributing to the safety and effectiveness of operations. Let's look at five major challenges in the corrections…
By Verint Connect Member
People-counting technology has long been used at airports, event venues, retail stores and more. But traditional people-counting systems come with numerous limitations, leading many end-users to look for a solution that goes beyond 1-2-3. Most people…
By Verint Connect Member
Although people may not think about it often, most would probably agree that the energy infrastructure is fundamental to their lives. It fuels the economy and keeps life moving forward. Therefore, the energy infrastructure is uniquely critical—which is…
By Verint Connect Member
Back in April, Verint announced our integrated audio and video intelligence platform that provides command, control and communications centers, as well as public safety answering points (PSAPs), with a unified application interface to investigate incidents…
By Verint Connect Member
Verint is pleased to announce that it continues to be recognized for its market leadership around the world. Global industry analyst and consultancy firm Frost & Sullivan recently named Verint its 2013 Asia Pacific Contact Center Applications Vendor of…
Two Verint subject matter experts—Brian Koma, vice president, research, enterprise feedback management practice leader, and Harish Kelath, practice director, back office WFO, Asia Pacific—presented at last week’s Insurance China 2013 in Shanghai.
If you’re in a highly regulated industry such as retail financial services, you’re no stranger to the sometimes overwhelming compliance requirements that apply to your customer interactions. To minimize risk and avoid financial penalties, following…
By Verint Connect Member
While organizations are developing Customer Experience and Voice of the Customer (VoC) initiatives to handle social care transactions, it’s also worth planning for “socially proactive” actions within the care strategy that can truly “wow” customers and…
As new technology becomes available that can increase automation and self-service for retail branch consumers, banks should rush to roll it out . . . right? Actually, it’s a harder decision than you might think. Cost is one significant consideration…
By Verint Connect Member
Remember Smokey the Bear? This mascot of the United States Forest Service educates the public about the dangers of forest fires. His memorable slogan is, “Only YOU Can Prevent Forest Fires!” Similarly, when dealing with customer experience management…
By Verint Connect Member
Part one and part two of this three-part series provided a view into how Asia Pacific consumers feel about the customer service they receive. To recap the Verint-sponsored APAC Consumer Insights study by Ipsos, we found that: Service is not living…
By Verint Connect Member
Contact center agents know more about what is happening in a company than almost any other employees in the organization, since customers are not shy about sharing their thoughts and opinions when they call. Unfortunately, few contact centers have a formal…
By Verint Connect Member
In part one of this blog series, I mentioned that in every industry, more than half of the Asia Pacific (APAC) consumers have had a poor customer service experience, ranging from 51 percent in financial services to 64 percent in telecommunications. On…
By Verint Connect Member
See the new Infographic built from results of the 2013 Ipsos Customer Insights survey. Click here . Today’s online, interconnected global world is different from the one our parents and grandparents lived in. Mobile networks, 3G/LTE and broadband…
By Paul Stockford, Chief Analyst, Saddletree Research
If there is such a thing as a contact center asset that has been under-utilized in the past, I believe it is the agent or other contact center employee. I don’t mean to imply that contact center personnel don’t work hard enough because I think most readers…
By Verint Connect Member
What do you call it when employees feel passionate about their jobs, are committed to their organizations, and willing to go above and beyond? No, this isn’t a riddle—we call it employee engagement . They may help others with heavy workloads, volunteer…
By Verint Connect Member
While at dinner recently, I found myself in a conversation about quality with a regional Postmaster for the US Postal Service (USPS). I had always thought a contact center’s approach to quality—or the back office of a private company—would be vastly different…