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  • Tip 3 for Achieving PCI Compliance

    By  Verint Connect Member

    Keep personal data confidential. Don’t just stop at protecting payment card information when increasing security across your datacentre. Remember that confidential data elements are identified in the 48 state breach disclosure laws and credit card data…

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  • Tip 4 for achieving PCI Compliance

    By  Verint Connect Member

    Don’t overlook physical layout issues. Traditional contact centre layouts that promote easy monitoring and access to supervisors can sometimes present unique challenges for contact centres. Do you have an open floor plan? If so, look at creating a “clearance…

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  • Tip 5 for achieving PCI Compliance

    By  Verint Connect Member

    Take work-at-home agents into consideration. Remote workers, including contact centre agents, may have special requirements as related to PCI DSS. If you have work-at-home employees who have exposure to payment card information, careful security screening…

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  • Listen up. Managed properly, big data can offer invaluable insight.

    By  Verint Connect Member

    Big data is fast becoming one of today’s most talked-about technology trends. Marketers are one of the professional groups who stand to gain most from these new-found capabilities to analyse data that a few years ago would have been too complex to capture…

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  • As the big 6 get competitive, customer service will set them apart

    By  Verint Connect Member

    With news this week that energy firms are being forced to revisit their tariffs, it’s likely that some of the world’s largest call centres are about to become even busier. Reported on the BBC this week, Ministers have expressed that energy firms must…

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  • 5 reasons to look at optimisation of the workforce across your enterprise

    By  Verint Connect Member

    1. You do not know how much time is spent productively

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  • The changing dimensions of customer service

    By  Verint Connect Member

    This week, analyst house Ovum released a report on the recent timeline changes to Facebook business pages and how one feature will change how customers interact with brands on Facebook. Customers can now send businesses private messages – enabling them…

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  • Verint Announces South African Personnel Appointments; Introduces Region Reseller

    By  Verint Connect Member

    Company Appoints Industry Veterans Craig Butler and Charlene Pienaar to Spearhead SA Expansion, Bringing Enterprise Intelligence Solutions to SA Market – Jasco Enterprise Named New SA Reseller Verint Systems Inc. (NASDAQ: VRNT) today announced appointments…

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  • The Voice of the Customer – most companies listen, how they do so varies.

    By  Verint Connect Member

    With organisations continuing to face a tough economy and mounting competition, an increasing number of companies are taking action by fostering customer-centric cultures. The focus is on gathering, analysing and acting on the voice of the customer (VoC…

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  • Change in Community Banking

    By  Verint Connect Member

    Small community banking organisations are starting to think about how they can set themselves apart from the corporate giants and place themselves at the heart of the communities they support. Banking organisations in general face huge public scrutiny…

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  • The Uncertainty Principle – What customer feedback has in common with particle physics.

    By  Verint Connect Member

    In physics, the Uncertainty Principle says, in its simplest form, that one cannot look at something without affecting it. Since that applies only to subatomic particles, it doesn’t make much sense in the real world. However, to customer feedback professionals…

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  • Customer feedback on Twitter: A tale of sound and fury, signifying … what, exactly

    By  Verint Connect Member

    In a society with a double penchant for up-to-the-minute news and personal publicity, Twitter is the perfect medium of communication for many. Its 120 million active users range from pop stars to President Obama to Stephen Fry to just about anyone you…

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  • Industrial nations and reflections on the banking sector

    By  Verint Connect Member

    ‘Industrialisation Initiative’ is not a phrase calculated to stir excitement in the hearts of creative types and those with a love of individualism in business. Thankfully, the Initiative does not refer to the latest economic plan of some far-flung political…

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  • Voice of the Customer – avoid costly marketing mistakes, gain insight and harness the opportunity

    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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  • Twinkle, twinkle – all that glitters (brightest) is not gold

    By  Verint Connect Member

    Scientists scrutinising the skies for signs of extra-terrestrial life have proposed a new device which may help find the answer to this perennial mystery. Looking at planets outside the solar system with a normal telescope – even a giant space telescope…

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  • Big Data, the Contact Centre and the Intelligent Enterprise

    By  Verint Connect Member

    Looking across the pond, our colleagues in the US have posted a fascinating article examining the past 18 months and what could arguably be called ‘The Time of Big Data’.

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  • Examples of Innovation in Retail Banking: "They Do Exist!"

    By 

    Many might say that innovation and banks don’t fit into the same category. Although retail banks are traditionally fairly conservative--their highly regulated industry makes them pretty “risk averse” when it comes to trying out new technology--several…

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  • The Power of Like

    By  Verint Connect Member

    Social networking has changed the way brands interact with consumers, allowing organisations to engage with their fans, shape their customer experience and benefit from peer influence. More importantly however, a recent study by comScore revealed that…

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  • Six small steps to understanding your customers better

    By  Verint Connect Member

    A Voice of the Customer programme is the process used for capturing customers’ expectations, preferences and experiences, with the goal of linking them to business metrics. It is one of those business initiatives that looks fabulous when judged by the…

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  • Ten reasons why the customer isn’t always right

    By  Verint Connect Member

    Of course, businesses should listen to their customers. But customer feedback may not always be as reliable as you might think. I recently explored this debate on Management Today, outlining the top ten reasons why the customer isn’t always right. You…

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  • Some likely tales from Facebook

    By  Verint Connect Member

    We’ve written before on this blog about the Power of Like – in particular the potential of the Like button to further consumers’ engagement with your brand on Facebook. Facebook has recently explored the integrity of a Like in this announcement, highlighting…

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  • Virtual banking

    By  Verint Connect Member

    With the universal banking model being an accepted fact of life for the UK’s ‘Big Four’ banks, these institutions have struggled to shake off the taint of association with their investment arms, whose vilification in the press has led to a catastrophic…

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  • Six steps to delivering a great customer experience

    By  Verint Connect Member

    In the current competitive landscape the customer experience is not only key to retaining a loyal customer base, but also to ensure your customers don’t damage brand reputation by voicing any negative experiences through public social media channels.

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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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  • Behind the Scenes of Mobile Phone Recording 2.0

    By  Verint Connect Member

    It’s hard to think of a topic that has caused more debate in financial market compliance circles over the past 15 months than the introduction of mobile phone recording. Some have seen it as technologically impractical and financially burdensome. A number…

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