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  • How workforce management functionality really How workforce management functionality really makes a differencemakes a difference

    By  Verint Connect Member

    Here are some criteria that can help you evaluate your needs, align them with specific WFM products and feature sets, and make an informed choice. Read more

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  • Online shoppers still need the human touch

    By  Verint Connect Member

    Rarely a day goes by without a survey or retail expert discussing the increase in customer shopping online. The latest example of this comes from eDigital Research , who have found that ecommerce sites are outperforming the rest of the online industry…

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  • Customer Demand Is Changing, So Why Isn’t the Branch

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    Conventional wisdom implies that technology is changing the way a bank branch operates. As a result, we often hear that the bank branch is dead due to the rise in online, ATM-based and mobile banking. Yet, there are still conflicting claims through industry…

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  • Social Media Strategy – Where is the ROI?

    By  Verint Connect Member

    Social media strategy was the lead discussion topic at this year’s NMA live event, with representatives from the likes of O2, BBC and Facebook all providing their thoughts on implementing an effective business social media strategy. O2’s head of social…

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  • Verint to Acquire GMT, Extending Its Leadership in Enterprise Workforce Management Solutions

    By  Verint Connect Member

    Verint Systems Inc. (NASDAQ: VRNT) today announced the signing of a definitive agreement to acquire, upon closing, Global Management Technologies Corporation (GMT ), an Atlanta-based leading provider of workforce management (WFM) solutions. GMT’s software…

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  • Are you measuring your back office performance in the right way? Ask yourself these four questions.

    By  Verint Connect Member

    More than 15% of contact centre workload is directly caused by issues in the back office – issues like incomplete, incorrect, duplicate or late communication is driving customers to call or email. This may not be a surprise, but what are you doing about…

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  • Social media customer service is a failure. Discuss

    By  Verint Connect Member

    Many people have championed social media as the antidote for customer service issues. Whether it is the option of ‘real time’ customer interaction or simply the ability to communicate on a more direct level, social media offers the potential to cure many…

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

    By  Verint Connect Member

    Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation, concludes her Top 12 list of WFM ‘Sins’ with the mistakes that Planning Teams make when they are deploying WFM solutions. Planning Team Mistakes: They let the planners drive…

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  • Are differences in customer service philosophy sending contact centers down two very different paths?

    By  Verint Connect Member

    Take a look at this article by our very own Bill Durr, Principal Global Solutions Consultant at Verint. Bill’s always believed that contact centres—like living organisms—grow and evolve over time. Through the years, he’s identified a four-step evolution…

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  • Give Your Customers a Voice Before they Go Social

    By  Verint Connect Member

    Social media has fast become the new medium of complaint as consumers vent their frustrations via means inherently designed to give the world a voice. Customers are taking their frustrations to sites like Twitter, Facebook and YouTube, in the knowledge…

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  • Verint Launches Industry’s First Fully Web Enabled Enterprise Workforce Management Solution

    By  Verint Connect Member

    Verint Systems Inc. (NASDAQ: VRNT) today announced the availability of its fully web-enabled Enterprise Workforce Management (WFM) solution and expanded vision for what an enterprise-wide approach to WFM can bring to organizations of all sizes. This announcement…

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  • The ‘Big Data’ debate

    By  Verint Connect Member

    The big data issue is one that is still challenging many CIOs today. The bulk of the discussion has focused on the ability to process massive amounts of structured data can help businesses make better decisions. This is undoubtedly true, but I think the…

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  • Customers Are Shouting, But Is Anybody Listening?

    By  Verint Connect Member

    Study finds that organisations strive to better understand their customers, but nearly half of UK consumers believe they don’t care or act on feedback shared LONDON, 08 November 2011 — Most British consumers (89 percent) are likely to tell the organisations…

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  • Customers do not think companies care. Are they right?

    By  Verint Connect Member

    Over the next few weeks we’re launching a major piece of research we’ve carried out in the UK, France, Germany and Spain, in which we try to find out just how wide the gulf between organisations and their customers really is. We’ve carried out surveys…

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  • Let service take the lead on social media

    By  Verint Connect Member

    Yet more evidence that brands aren’t getting their social media strategy right emerged recently, with a survey by TNS highlighting the reluctance of customers to be marketed to by brands, through social media. According to the survey of 72,000 internet…

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  • Make 2012 the year you look beyond the contact centre to improve the customer experience

    By  Verint Connect Member

    As this year begins to reach its conclusion, many businesses are starting to asses what’s gone right and what’s gone wrong in 2011. However, you only have to look back to earlier this week to find how bad service can do real harm to companies. Just like…

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  • Retailers must keep customer loyalty in stock this Christmas

    By  Verint Connect Member

    The Christmas season is well underway for retailers, which means customer service departments will be facing a battle to maintain standards. As well as an increase in online shopping traffic, high street retailers must ensure that they provide a positive…

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  • New research reveals consumers do not believe companies care about the feedback they share

    By  Verint Connect Member

    89% of British consumers are likely to tell the organisations they do business with if they receive poor service, yet almost half (44%) do not believe they take notice of, or really care about, the feedback shared. New research from Verint and the Customer…

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  • Tis the season to be prepared

    By  Verint Connect Member

    As the Christmas shopping madness descends upon the nation, it’s not just consumers that will be feeling the stress. It is hard to underestimate the importance of this time of year for all consumer-oriented businesses, who see a significant proportion…

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  • WHAT IS Enterprise Workforce Management?

    By  Verint Connect Member

    Enterprise workforce management is a software solution and management program that helps organizations deploy resources across functional boundaries to service customers and balance workloads based on customer demand. The solution can help an organization…

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  • BACK-OFFICE WFO IN ACTION: Diversified Financial Services Firm Streamlines Processes with Data Propagation

    By  Verint Connect Member

    Stop me if you've heard this one: "Our systems do not talk to each other, so we have to constantly switch back and forth, copying information here and pasting information there. It annoys our employees, it causes errors, and we keep asking customers for…

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  • Webinars Explore Operational Excellence via Voice of the Customer

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    Learn how to put the “voice of the customer” to work across your organization at a series of upcoming online events featuring Verint subject matter experts. Key themes will focus on the benefits of implementing a Voice of the Customer (VoC) program, along…

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  • Verint-GMT Workforce Management Solution Helps Credit Union

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    American Eagle Federal Credit Union (AEFCU), a full-service, not-for-profit financial institution, is using Verint’s GMT workforce management (WFM) software to create flexible schedules and minimize overtime. Within the first year of implementation, the…

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  • Leading Organizations Receive Innovator of the Year Awards During Verint User Conference

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    Verint Systems Inc. ( NASDAQ: VRNT) recently announced the winners of its annual “Innovator of the Year” awards program. These awards recognize a select group of individuals for their outstanding performance in driving innovation across contact center…

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  • Robust Video Mangement Suite: Nextiva Version 6.2 Webinar

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    Don’t miss your opportunity to learn about Verint’s latest video managment tools in the upcoming webinar Robust Video Mangement Suite: Nextiva Version 6.2 on Friday, March 16th from 12:00-1:00 PM (EST) . With its powerful, fully integrated video management…

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