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  • Verint Placed in “Leaders” Quadrant of 2012 Magic Quadrant for Contact Center Workforce Optimization

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    Verint Systems has been positioned in the “Leaders” quadrant of the newly published “Magic Quadrant for Contact Center Workforce Optimization” report from research and advisory firm Gartner, Inc. Verint’s standing in the firm’s November 7, 2012 report…

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  • Verint University Announces New Facility and Other Enhancements

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    Verint University is pleased to announce a range of enhancements to offer students even more value from their training experience. One of the most dramatic changes is the opening of a state-of-the-art training facility in Verint’s new Atlanta-area office…

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  • New Year, New Location for Your Business?

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    Are you considering relocating your business or perhaps a branch office in the months ahead? If so, you’re not alone. Worldwide ERC , an organization for professionals who oversee, manage, or support U.S. domestic and international employee transfers…

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  • Act Now to Take Advantage of Early Bird Registration for Verint User Conference

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    Have you registered for Driving Innovation , the Verint Systems global user conference? This year’s conference will be held June 3 – 6 at the Baltimore Marriott Waterfront in Baltimore, Maryland.

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  • 2013 Janus Article

    By  Verint Connect Member

    Janus is the Roman god with two faces looking in opposite directions, towards the past and into the future. The month of January is named for him. It's an appropriate and insightful image, because this time of the year is rife with reflections on the…

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  • Speech analytics – what does it all mean?

    By  Verint Connect Member

    When it comes to understanding your customer, organisations have the onerous task of managing the multiple platforms and streams of insight that customers post, tweet, blog and of course, call through to the contact centre. But what sits behind the customer…

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  • Register for Saddletree Webinar: Surprising Strategies for Contact Centers in 2013

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    Is improving the customer experience is part of your 2013 objectives? Gain insight into what organizations like yours are planning— register now for an insightful webinar in which Paul Stockford of Saddletree Research shares surprising results from a…

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  • What Gets Measured Gets Improved

    By  Verint Connect Member

    Legendary management consultant Peter Drucker famously said these words 40 years ago, and they are equally appropriate today. However in the world of “big data,” companies face a challenge that Mr. Drucker might not have predicted. Too many things are…

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  • Evolving the contact centre beyond simple metrics: from measurement to insight

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    New research from Verint and the CCA looks at the customer satisfaction metrics organisations are using and the gaps they leave. Simple metrics, such as Average Handling Time can reveal the ‘what’ but they cannot explain why something is happening. And…

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  • Better managing 1 million extra Olympic visitors per day.

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    Heathrow Airport made the headlines as recent chaos at border control was attributed to poor staff planning during peak travel periods. In particular, Chief Inspector of Borders and Immigration John Vine said the resources did not match passenger demand…

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  • The commodity of loyalty

    By  Verint Connect Member

    For the first time in history, both Oxford and Regent Street were closed to vehicles before Christmas to help boost shopping traffic. The result was an estimated one million shoppers pouring into the area with takings up over £50 million on the same period…

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  • What is in store for customer service departments in 2012

    By  Verint Connect Member

    As we have blogged about before, we believe this year will be all about the customer experience as companies focus on building customer loyalty in a tough economic environment. There are several key trends emerging that we think will help companies achieve…

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  • Utility companies need to make sure they have the energy to support customers through prices changes

    By  Verint Connect Member

    One of the UK’s leading energy suppliers, EDF Energy , recently announced that it intends to cut its gas price by 5%. This was the first move of its kind by a major supplier, and several other companies quickly followed EDFs example, with SSE and British…

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  • Further evidence that customers are shouting, but organisations are not listening

    By  Verint Connect Member

    Research carried out for the Direct Marketing Association’s Response Management Council has found that the UK’s e-retailers are losing ‘millions of pounds’ in sales by failing to respond to customers’ online requests for product and service information…

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  • Seven Must Do’s For IVR Surveys

    By  Verint Connect Member

    Keep your surveys short Focus on three key areas Rotate your surveys Ask the critical question Always link the recorded call with the survey Involve the customer in your calibration process Take a risk

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  • Making the best of 2012

    By  Verint Connect Member

    With predictions of another dip in the Eurozone , UK’s biggest trading partner, and economic growth in the UK predicted to be just 0.6% in 2012 this will be another challenging year for UK-based companies.

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  • Banking in Eastern Europe

    By  Verint Connect Member

    Despite Eastern European banks seeing fantastic growth and excellent product margins over the last decade, their profitability has been relatively low. The reasons for this performance paradox are complex, but in the main they can be attributed to expensive…

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  • German study finds consumers believe organisations do not act on feedback shared

    By  Verint Connect Member

    We recently concluded research in Germany that found organisations strive to better understand their customers, yet more than one third of German consumers believe organisations don’t act on feedback shared.

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  • 3 things to ask yourself to see if your back-office is performing

    By  Verint Connect Member

    Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation asks: Are you missing some much needed insight into the various moving parts of your back-office?

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  • The second question to ask yourself to see if your back-office is performing

    By  Verint Connect Member

    Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation asks: Are you missing some much needed insight into the various moving parts of your back-office?

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  • Nearly half of French consumers believe organisations don’t care about customer feedback

    By  Verint Connect Member

    A new survey by Verint and the French Association for Customer Relationships (AFRC) found most French consumers (90 percent) are likely to tell the organisations they do business with when they experience poor service,yet almost half (41 percent) do not…

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  • The third question to ask yourself to see if your back-office is performing

    By  Verint Connect Member

    Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation asks: Are you missing some much needed insight into the various moving parts of your back-office? Question 3: How Do You Tell the Stars From the Stand-ins? So now the stage…

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  • Five tips for achieving PCI compliance

    By  Verint Connect Member

    The industry is well aware of the Payment Card Industry Data Security Standard (PCI DSS), which was designed to protect payment card information in any format in which it exists.

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  • How listening to the Voice of the Customer can help avoid costly marketing mistakes

    By  Verint Connect Member

    One of the biggest challenges faced by organisations today is that of listening to their customers across multiple channels. This video highlights the challenges organisations face in capturing feedback from all channels and how by not listening to the…

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  • Tip 2 for achieving PCI Compliance

    By  Verint Connect Member

    Engage with your contact centre technology vendors. Seek guidance from your technology vendors. They can share how their solutions can help assist in achieving PCI compliance. The PCI SSC fully supports the use of technologies involved in processing credit…

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