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  • Convenience Sampling Defined: Pros and Cons

    By  Verint Connect Member

    We survey samples of a target population when we can’t afford to survey every single member of that population. Face it: censuses are expensive.

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  • Employee Engagement Definition

    By  Verint Connect Member

    In "A Historical Perspective of Employee Engagement: An Emerging Definition", Michael Bradley Shuck and Karen K. Wollard study the evolution of the term employee engagement and synthesize a possible consensus definition. Why is employee engagement an…

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  • ACSI (American Customer Satisfaction Index) Score & Its Calculation

    By  Verint Connect Member

    The American Customer Satisfaction Index (ACSI) is the most well known national customer satisfaction index model, a type of economic indicator that assesses the overall satisfaction of consumers in a country. The ACSI is compiled by the National Quality…

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  • ACSI (American Customer Satisfaction Index) Model: Strengths and Weaknesses

    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…

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  • 8 Pricing Research Techniques

    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…

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  • Age Demographics in Survey Research

    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.

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  • Common Rating Scales to Use when Writing Questions

    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…

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  • Demographic Survey Questions & Examples

    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.

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  • The Back Office Meets Manufacturing, Part 2

    By 

    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…

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  • Banking on Security Solutions for Fraud and Investigations

    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…

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  • The Back Office Meets Manufacturing

    By 

    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…

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  • Using Video to Tackle Five Major Corrections Challenges

    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…

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  • People-counting Technology: Beyond the Basics

    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…

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  • Navigating the Challenging World of Energy Security

    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…

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  • What Happens When Verint Combines Video and Audio Intelligence?

    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…

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  • Verint Recognized as Frost & Sullivan’s Asia Pacific Contact Center Applications Vendor of the Year

    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…

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  • Help Yourself! Measuring Quality in Self-Service Channels

    By 

    The customer service landscape is changing rapidly. Today’s customers have a variety of channels to go to for help, such as the contact center, company website or live chat with a customer service agent. More than ever before, customers are opting to…

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  • Verint Experts Speak at Insurance China 2013

    By 

    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.

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  • Seven Essentials for Managing Compliance Risk

    By 

    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…

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  • Drive Social Customer Care Excellence

    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…

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  • Balancing Human Interaction with Self Service

    By 

    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…

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  • Only YOU Can Prevent Forest Fires!

    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…

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  • Consumer Insights Survey Shows the Power of the Voice of the Customer (VoC)

    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…

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  • Why Won't Anyone Listen to Me?

    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…

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  • Price Is King . . . Or Is It?

    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…

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