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  • Big VoC Data -- Getting Even Bigger!

    By 

    I was recently asked if Big Data will continue to capture headlines this year. My projection is a resounding yes. I believe the initial buzz and hype will make way to even more significant investments and financial impact over the next few years. According…

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  • Big Data Alone Is Not Enough!

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    In the last year, much has been written about Big Data Analytics. More recently, and rightly so, many have pointed out the contact center and other customer experience-delivering departments as the entry point of big data analytics into the enterprise…

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  • Upcoming Event: Sharing Resources in Public Safety

    By  Verint Connect Member

    Verint is going to address how public safety answering points record and store data using shared technology across multiple agencies. Themes will explore enterprise class recording in a multi-site shared environment

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  • Six Tips to Shorten Your Survey

    By  Verint Connect Member

    We all hate taking long and tedious surveys. But when creating them for our own organizations we sometimes struggle to keep them short and to the point. Everybody has questions they want included! The secret to making surveys shorter is looking at them…

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  • Verint Customer CredAbility Makes Computerworld Honors List

    By  Verint Connect Member

    Verint proudly announces that customer CredAbility has been acknowledged for its groundbreaking efforts in applying information technology to drive economic progress and encourage positive social change. IDG’s Computerworld Honors Program recognizes and…

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  • Ventana Research Highlights Verint’s New Personalized Guidance Offering

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    In response to Verint’s recent announcement highlighting Personalized Guidance as a new offering within its Impact 360 suite, Richard Snow, global vice president and research director, Ventana Research, offers his perspective in a blog titled “ Verint…

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  • Measuring Quality through the Customer's Eyes – How to Get Started

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    In the first part of this blog we discussed the importance of including the voice of your customers (VOC) in the quality monitoring (QM) process. Here we are going to discuss some ways how you can get started implementing VOC into your QM process: Gather…

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  • China Pacific Insurance Company Deploys Impact 360 Speech Analytics Software from Verint

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    China Pacific Insurance Company (CPIC) , one of China’s largest insurance companies, has deployed Verint’s Impact 360 Speech Analytics software across the organization’s Shanghai contact center location. The company selected Impact 360 Speech Analytics…

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  • More Customers Worldwide Choosing Verint for Analytics-Driven Recording and Quality Monitoring Solutions

    By  Verint Connect Member

    Verint recently announced that industry analysts have published new research confirming the company’s continued worldwide market leadership in recording solutions for contact centers, a fundamental element in any organization’s customer-centric workforce…

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  • Leading Industrial Distribution Company Building Its Customer Focus with Verint

    By  Verint Connect Member

    Companies worldwide and across a variety of business markets are putting Verint’s software to work. A leading provider of industrial products and supplies recently deployed Verint’s market-leading Impact 360 Workforce Optimization solution as part of…

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  • Commonwealth Bank of Australia Receives Celent Model Bank Award

    By  Verint Connect Member

    At Verint, we take pride in the success of our customers. Australia’s largest bank, the Commonwealth Bank of Australia, was recently honored as a 2013 Celent Model Bank. The company was recognized for the results of its “Right People, Right Place, Right…

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  • Giving Young Scholars the Gift of Play

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    An overcast winter day became distinctly brighter just south of downtown Atlanta this week. On February 25, the day before the annual Verint Sales Kick-off event, about 125 Verint employees from offices around the world gathered at Ivy Preparatory Academy…

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  • Keeping Employees Secure Is the Safe Choice

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    Safety and security are important topics worldwide, regardless of industry, business size or location. Whether it’s a multinational corporation or a small design shop, making employee security a high priority is always a safe choice.

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  • Big Data, Mobility and Analytics Continue Momentum in 2013

    By  Verint Connect Member

    Saddletree Research recently published a blog titled “ Mega Trends Rise Above Industry Noise ,” which highlights contact center industry mega trends revealed in the annual survey. In this blog, we’ll take a look at the first few trends—which include Big…

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  • Five Strategies to Manage Feedback Fatigue

    By  Verint Connect Member

    Excessive surveying is a leading cause of declining response rates from consumers. They are inundated with feedback requests through email, text, IVR, SMS, and social media. During a recent webinar Mike Clarkin, Global Vice President of Strategy and Marketing…

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  • Verint’s Predictions for the CX Field in 2013

    By  Verint Connect Member

    A new year often translates into new opportunities for customer experience (CX). The following highlights the trends that Verint is seeing, in addition to the advancements and changes it expects from the customer service industry in the coming months…

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  • Kicking Off a Successful CX Campaign in 2013

    By  Verint Connect Member

    Organizations continue to be challenged with improving the customer experience (CX). They tend to prioritize other business needs versus developing and adequately funding a customer experience program. The questions we often hear from customers include…

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  • Customer Experience, Downton Abbey Style

    By  Verint Connect Member

    When it comes to providing great customer service, many factors are in play. The essentials like managing the delivery of service, anticipating the needs of the customer, and handling exceptions are three critical ones. I’m reminded of these every time…

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  • A Branch Perspective: What You Don't Know Can Hurt You.

    By 

    It may sound like yet another platitude, but when it comes to helping your branch network perform at its best, having deep accurate insights into what is really happening–at each branch and desktop--is critical. Your eyes can deceive you . Don’t believe…

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  • Forging a Seamless VOC Enterprise

    By 

    Two pieces of cloth, by themselves, are nothing more than squares of material. Stitch them together and these two parts become one entity—one shirt, one coat, one dress. For companies, customer data exists in multiple forms, yet many lack the ability…

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  • Verint Solutions Offer “Gamification” Opportunities That Mean Business

    By 

    You may already know that thousands of organizations worldwide rely on Impact 360 Workforce Optimization (WFO) solutions to help increase customer satisfaction and loyalty, enhance products and services, reduce operating costs, and drive revenue and competitive…

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  • Innovation in Retail Banking: Setting the Tone

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    Last week’s gathering of banking and insurance executives, technology providers, industry analysts and media demonstrated that innovation is alive and well in retail banking today.

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  • Penalties Significantly Increase for HIPAA Violations

    By 

    After several high profile security data breaches, The HIPAA Final Omnibus Rules Act has put healthcare providers on notice. The new standard, announced in January of this year, significantly increases financial penalties and expands the scope of these…

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  • Verint Announces Mobile, Enterprise Feedback Management Enhancements and Multichannel Unification

    By  Verint Connect Member

    Verint continues to expand on analytics capabilities that allow customers to build stronger multichannel relationships, gain deeper insight into the customer experience and improve operational efficiencies. With our Voice of the Customer Analytics portfolio…

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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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