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  • Why would you introduce Workforce Optimisation into your branch?

    By  Verint Connect Member

    Over the past two decades retail banks have widened access for their customers by encouraging consumers to move out of the branch to lower-cost channels, such as ATMs, contact centres and the web. Yet when consumers wish to make a financial product purchase…

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  • Customer service really does boost revenue

    By  Verint Connect Member

    We’ve always been advocates of customer service and are true believers that providing customers with a positive experience does impact your bottom line. There are many examples of organisations we’ve worked with, which reaffirms our position, but the…

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  • The new age of retail banking: Going social and back to the branch

    By  Verint Connect Member

    Alior bank is viewed as one of the most innovative financial institutions in Poland. For example, you don’t have to sign paperwork in triplicate as customers sign documents electronically on tablets. Last year this was taken one step further, when Alior…

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  • Financial institutions, regulators and vendors must collaborate to achieve effective financial compliance

    By  Verint Connect Member

    It is 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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  • “Customers place a premium on service” – don’t let your business down with poor customer service this Cyber Monday

    By  Verint Connect Member

    The world of customer service is evolving. Understanding the next generation of consumers must be a priority for service providers to retain and generate loyal customers, healthy profit margins and crucially, positive coverage on social media channels…

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  • Pressure mounts for public sector services

    By  Verint Connect Member

    The economic news of 2012 focused on the UK Government’s work to reduce the deficit and put public finances on a more stable footing. An austerity drive and clamp-downs on tax evasion were the key prongs of its strategy. So it was surprising to review…

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  • Join Verint at IFSEC International in Birmingham

    By  Verint Connect Member

    This week, Verint is participating in the IFSEC International conference at the NEC in Birmingham. On May 14, Verint's Peter Weller, a pre-sales consultant, presented the session titled "Constant Innovation in Security." The presentation looked at how…

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  • Process Excellence - still stuck in design phase?

    By  Verint Connect Member

    Last month I had the opportunity to present at the Process Excellence (PEX) event in London. My talk focused on unveiling the vital role software can play to monitor employee effectiveness and efficiency. By combining a number of case studies, common…

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  • Drive Through – a Revolution in Retail Banking?

    By 

    As we continue to work longer hours, we all look for ways to save time in our everyday routine . In the case of retail banking, Metro Bank might just be able to help make its customers’ lives easier. It describes itself as ‘A Revolution in Banking’…

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  • What role does technology play in tackling security risks and improving business operations?

    By  Verint Connect Member

    Most organisations have standard security practices and technology in place for the usual processes - installing heat or gas detectors, fire alarms, physical CCTV cameras etc. - but what is often missing is how to bring these disparate systems into one…

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  • Are you getting the most out of your WFM solutions?

    By  Verint Connect Member

    With technology, 80% of users will only use 20% of the functionality. This is no different with Enterprise Software. The rate at which we adopt new technology never ceases to amaze me. This was brought home, quite literally, when my daughter discovered…

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  • Should Retail Banks deploy Face to Face recording Technology?

    By  Verint Connect Member

    How can Retail Banks ensure that ALL of their staff in ALL of their branches is treating ALL of its customers fairly and compliantly ALL of the time? UK Retail banks have to date set aside somewhere in the region of £9 billion to repay PPI claims. PPI…

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  • Which is key when it comes to customer experience? Understanding, engaging or delivering on the customer promise?

    By  Verint Connect Member

    This week, at Gartner's Customer Strategies and Technologies summit, I attended some interesting presentations around Customer Experience. The analysts delivered keynotes on customer loyalty, and described it as "effectively understanding customers so…

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  • Operational & Back Office Excellence in Banking

    By  Verint Connect Member

    Attending the annual Allan Lloyds event in Barcelona for the banking industry provides insight in where the industry is today What could be better than a conference in Barcelona in May? The annual Allan Lloyds Annual Operational & Back Office Excellence…

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  • Banks could eradicate the ‘woops’ factor

    By  Verint Connect Member

    A clerical error so egregious as to make the national news across most of Europe is a rare thing – but the tale of the German bank teller who fell asleep at his keyboard and turned a €64.20 transfer into a €222,222,222 payment raises some interesting…

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  • Security proficiency: trends, technologies and big data

    By  Verint Connect Member

    When many think of data, they tend to think of words and numbers. For most businesses looking at security, it’s images that matter but, despite the almost universal use of digital CCTV equipment, many still have an outdated view by thinking of CCTV recordings…

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  • Do you get a balanced view of performance?

    By  Verint Connect Member

    “My manager has given me feedback which doesn’t represent my overall performance.” You’d be hard pressed to find a single contact centre agent who would disagree with the above statement. This hardly surprises me; how can managers expect to build an overall…

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  • How can you achieve a successful Voice of the Customer Programme?

    By  Verint Connect Member

    When you look up “Voice of Customer” in Google, you get more than 3 million search results. It has its own Wikipedia page (albeit limited) and more than 600 videos have been posted on YouTube that cover the subject. With something trending this much on…

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  • 50 shades of process adherence? Productivity improvement is never black and white.

    By  Verint Connect Member

    The inspiration for this post was not the incredibly popular book of a very similar name but in fact a comment a client made during a recent meeting. He told me that "… if I asked 50 different members of staff to document the same process they would give…

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  • Do you know your high roller customers?

    By  Verint Connect Member

    My husband rolls his eyes every time he sees my purse busting at the seams with loyalty cards. Most retailers have become pretty savvy in figuring out how to track customer spend, and in the process, they learn a lot about my (buying) behaviour and entice…

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  • Parkinsons Law and the Back Office; work expands to fill the time available for its completion.

    By  Verint Connect Member

    On November 19, 1955 the Economist started an article titled Parkinson’s Law by C. Northcote Parkinson as follows, “ It is a commonplace observation that work expands so as to fill the time available for its completion. Thus, an elderly lady of leisure…

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  • Process Adherence: Tailored Solutions or One-size-fits-all?

    By  Verint Connect Member

    Last month I wrote about the importance of understanding a process before trying to improve it. It is critical that we understand the root causes of a problem before we set about trying to fix it. But once you know the extent of the problem, then what…

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  • Measuring Quality Through the Customers Eyes

    By 

    Ever since the first call was monitored and evaluated in a contact center, the measurement of quality has been an inside-out view. The determination of what constitutes ‘quality’ has been based on internal thinking, internal guidelines and easy-to-measure…

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  • Verint Introduces Real-Time Personalized Guidance for Contact Center Agents

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    Verint Systems Inc. has announced patent-pending Personalized Guidance as part of its Impact 360 Workforce Optimization solution. Personalized Guidance provides real-time analytics that help identify root causes and provide relevant, in-the-moment guidance…

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  • Ventana Research Shares Perspective on Verint's Recent Impact 360 Enhancements

    By  Verint Connect Member

    In response to Verint’s recent announcement highlighting enhancements to its Impact 360 Workforce Optimization solution, Richard Snow, global vice president and research director, Ventana Research, offers his perspective in a blog entry titled “Verint…

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