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Requests for Feedback Are Part of the Experience. Get Smart About It.

By Verint Connect Member
On Fri, Jul 26, 2013
These days everyone wants your opinion—or at least they all seem to be asking for it in some way, shape or form. Nearly all companies have come to realize the importance of measuring customer experience and satisfaction. Various means of collecting…

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Speech analytics: what does it all mean?

By Verint Connect Member
On Fri, Jul 26, 2013
By Steve Rosier, Director of Analytics, EMEA, Verint Systems, Guest Contributor

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The 12 biggest WFM mistakes and how NOT to make them Part Two

By Verint Connect Member
On Fri, Jul 26, 2013
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation, continues her Top 12 list of WFM ‘Sins’ with the mistakes that people make with managing Shift Patterns, when they are deploying WFM solutions. Shift Pattern Mistakes: They…

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The 12 biggest WFM mistakes and how NOT to make them: Part One

By Verint Connect Member
On Fri, Jul 26, 2013
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation, highlights some of the most common – and most avoidable – mistakes that organisations can make when deploying WFM solutions. Workforce Management (WFM) is a powerful tool able…

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Verint Webinar Tomorrow: Ease IP Video Migration with Nextiva EdgeVR and Nextiva Vid-Center

By Jerome Brown
On Thu, Jul 25, 2013
Built on Verint expertise from more than 80,000 DVR implementations, Nextiva EdgeVR provides the reliability, scalability, and flexibility that large-scale operations need. Uncover how Nextiva EdgeVR helps organizations ease migration to IP video operations…

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Consumerization of Technology – How Is It Impacting Your Business?

By Jerome Brown
On Thu, Jul 25, 2013
In a recent webinar with Insurance & Technology , Anthony O’Donnell, Executive Editor, observed that the insurance industry is going through a transition – from a policy or product-centric model to a customer centric model. Much of this move is caused…

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IT Hosting Provider Using Enterprise Feedback Management Solution from Vovici, a Verint Company

By Jerome Brown
On Thu, Jul 25, 2013
PEER 1 Hosting, one of the world’s leading IT hosting providers, has selected and implemented an enterprise feedback management (EFM) solution from Vovici , a Verint Company.

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How would your customers SWOT you?

By Jerome Brown
On Thu, Jul 25, 2013
Used by marketers to evaluate themselves and the environment in which they work, the SWOT analysis is a cornerstone of most marketing strategies. However if you were to ask customers to conduct a similar analysis, would their results match what their…

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IMAGINE IF You Could Gain Visibility Into Day-To-Day Operations

By Verint Connect Member
On Thu, Jul 25, 2013
Imagine if you could gain visibility in to day-to-day operations the same way medical technology allows us to gain visibility into what is happening within each of us; take the kind of diagnostic and analysis tools used in medicine and apply them to our…

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WHAT IS Process Excellence?

By Verint Connect Member
On Thu, Jul 25, 2013
Most of us focus on the destination as the principal goal of everything we do. Whether it is a project at work or a vacation, we spend weeks or months happily visualizing the point at which we will have arrived, completing our journey. But as Homer (not…

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IMAGINE IF YOU COULD Streamline Processes and Data Entry

By Verint Connect Member
On Thu, Jul 25, 2013
You’ve heard your employees complain about having to constantly cut and paste data from one application to another. You know there’s an issue, but have you been able to truly quantify it? Do you understand exactly how it affects productivity, processes…

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HOW CAN I use Impact 360 Performance Management to Empower My Employees

By Ron Epstein
On Thu, Jul 25, 2013
“Really great people make you feel that you, too, can become great.” -- Mark Twain, Author and Humorist High labor costs, work volumes, inconsistent work quality, missed deadlines, customer satisfaction issues, employee quality, training and satisfaction…

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Meet the Experts: William (Bill) Durr, Principal, Global Solutions Consultant, Enterprise Intelligence Solutions

By Mary Lou Joseph
On Thu, Jul 25, 2013
A company is only as good as its people. And we at Verint believe we have the best in their fields. Visit this blog to learn about the experts who are helping organizations achieve their cost, service and quality goals. Bill, you are recognized as a…

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BACK-OFFICE WFO IN ACTION: A State Department of Health and Social Services Addresses Service Issues with Enterprise Workforce Management

By Mary Lou Joseph
On Thu, Jul 25, 2013
The Department of Health and Social Services (DHSS) in one state was struggling with severe service issues: 70% of incoming calls at the beginning of the month (their peak time period) were getting disconnected because workers were not available …

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Imagine If You Could Develop Internal Expertise and Best Practices for Workforce Optimization?

By Verint Connect Member
On Thu, Jul 25, 2013
As stated in the “ What is a WFO Center of Excellence ” blog, a suite of Workforce Optimization (WFO) software solutions enables organizations to improve employee efficiency, simplify tasks and processes, while facilitating the art of business management…

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BACK-OFFICE WFO IN ACTION: Insurance Provider Gains Visibility into Back-office Operations and Improves Employee Productivity

By Mary Lou Joseph
On Thu, Jul 25, 2013
Two years ago a large banking and insurance provider consolidated a number of functions into one customer support group in order to better manage these functions and align them with the voice of the customer. When they were assessing each group, they…

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IMAGINE IF you could dynamically shift resources to meet seasonal/peak demand

By Mary Lou Joseph
On Thu, Jul 25, 2013
It’s December, that magical time of year where we celebrate the holidays and close out the year. Yet the magic doesn’t happen by itself. It requires many stressful late nights of planning, preparing and doing. Typically someone has a master plan, and…

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What Is Intraday Workload Management?

By Verint Connect Member
On Thu, Jul 25, 2013
At its core, Intraday Workload Management is the monitoring of work items on a real or near real time basis to track the achievement of service goals through its most direct proxy – the number of items still left to be completed. While a relatively simple…

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BACK-OFFICE WFO IN ACTION: A Financial Services Document Management Group Absorbs Growth and Increases Capacity with Performance Management

By Mary Lou Joseph
On Thu, Jul 25, 2013
A leading banking and financial services firm had created a centralized document imaging and archival service for all of its consumer loan groups. The group was much sought after and experienced tremendous growth. However, this growth brought a host of…

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BACK-OFFICE WFO IN ACTION: Insurer Moves Performance Management from HR into the Business

By Mary Lou Joseph
On Thu, Jul 25, 2013
A well-known supplemental insurance provider wanted to tackle the problem of inconsistent service quality. Their Global Risk Management Team was charged with improving operational efficiency and performance management across the customer service organization…

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MEET THE EXPERTS: Brian Schupbach, Manager, Desktop and Process Analytics Practice

By Mary Lou Joseph
On Thu, Jul 25, 2013
Brian, most people who are looking at process design are viewing it from the macro level. You get into the weeds of process steps at the task and application level. What would you say is the most common misunderstanding of the macro-level process designers…

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WHAT IS a WFO Center of Excellence?

By Nicole Nevulis
On Thu, Jul 25, 2013
Realizing Outcomes and Protecting Your Investment in WFO Workforce Optimization (WFO) is generally used in the software industry to describe tools that improve employee efficiency and simplify tasks and processes and facilitate the art of business management…

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BO WFO IN ACTION: Financial Services Firm Reaps the Benefits of a Workforce Optimization Center of Excellence

By Mary Lou Joseph
On Thu, Jul 25, 2013
Let’s call our customer Joe. Five years ago Joe was hired as a reporting analyst for a newly formed support function at a large bank. On his first day he asked to see the reports they had—there were none. What followed was a five-year journey that started…

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MEET THE EXPERTS: Nicole Nevulis, Manager, Back Office WFO Practice

By Mary Lou Joseph
On Thu, Jul 25, 2013
Nicole, you have been at the forefront of the migration of workforce optimization solutions into the back office. What would you say are the biggest success factors in a back-office workforce optimization (WFO) initiative? If I had to provide the short…

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Verint Recognised for Leadership in Workforce Optimisation and Analytics

By Verint Connect Member
On Thu, Jul 25, 2013
Research and Consulting Firms Cite Verint as “Hot Vendor” and WFO Market Share Leader in Multiple Segments. Top Product and Innovation Awards Reinforce our vision and commitment to enterprise WFO and Voice of the Customer solutions. Read more

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