Our latest insights

To subscribe to this blog and receive notifications when new articles are posted, click the notifications button below.

  • Six Reasons Why the Voice of the Agent Is Important to Your VOC Program

    By 

    We hear about the voice of the customer a lot these days when it comes to programs and initiatives that enhance customer satisfaction, customer loyalty and the overall customer experience. However, the voice of the contact center agent is just as important…

    0

  • Multichannel Banking: Current Perspectives and Innovations

    By 

    During a panel session at Celent’s Insight and Innovation Day , several retail banking leaders shared their perspectives on the current state of retail banking, describing how each organization was finding innovative ways to evolve the customer experience…

    0

  • Verint to Discuss Big Voice of the Customer Data in Seoul, Korea

    By 

    Join Verint in Seoul! Verint’s Daniel Ziv, vice president, voice of the customer analytics, is speaking at the Korea Call Center Management Conference on May 9. Taking place at the Grand Hilton Seoul Hotel, the keynote will address “Big Voice of the Customer…

    0

  • Verint Salutes Earth Day--April 22, 2013

    By  Verint Connect Member

    Earth Day serves as an annual “event” designed to demonstrate support for environmental protection. Its name and concept were pioneered 1969 and taken international in 1990. Today, Earth Day is coordinated globally by the Earth Day Network and celebrated…

    0

  • Turn Up the Volume on Your Customer's Voice

    By  Verint Connect Member

    A U.S. television program called “The Voice” challenges musicians to perform onstage while judges listen with their backs turned, forced to identify the next great singer purely on the quality of the voice they hear. Based on the judges’ reactions, the…

    0

  • The shift from WFM to WFO: Retail Bank Branches “Grow Up”

    By 

    These abbreviations might be familiar to many, but for clarification, WFM=workforce management and WFO=workforce optimization. Traditionally, WFM consisted of software solutions that helped with demand forecasting, planning and automated scheduling…

    0

  • New Verint Business Impact Solutions Tackle Universal Business Challenges

    By 

    Regardless of industry, global reach and location, today’s organizations are looking for ways to meet their revenue generation, customer loyalty and cost containment goals across the enterprise. To that end, Verint recently launched several new business…

    0

  • Customer Experience and VOC Excellence @ Gartner 360 Summit

    By  Verint Connect Member

    The Gartner 360 Summit kicked off this morning in San Diego, California, with the goal of sharing and collaborating on strategies and technologies that are enabling organizations to better understand and engage their customers. The conference began…

    0

  • Gartner 360 Summit Day 2: Big Data and Customer Centricity in Focus

    By  Verint Connect Member

    The Gartner 360 Summit continued today in San Diego, California, with comprehensive tracks that allow attendees to drill down on topics that most interest them, with track sessions tagged to attendees' job roles, experience levels and key focuses. Some…

    0

  • Applying Lessons from the Skies to Help Solve Earthbound Business Issues

    By 

    When you’re a fighter pilot and your office is an F-18, there’s simply no room for error. More than ever, today’s global, fast-moving and highly connected marketplace presents an environment that’s increasingly unforgiving of poor planning, execution…

    0

  • Social Media Care and More—Join Us at Driving Innovation

    By  Verint Connect Member

    The Verint Systems Driving Innovation TM global user conference, taking place June 3-6 at the Baltimore Marriott Waterfront hotel, is quickly approaching. With more than 60 interactive breakout sessions to choose from, the conference offers something…

    0

  • The Customer Prosperity Formula

    By  Verint Connect Member

    The Customer Experience Professionals Association (CXPA) annual Member Insight Exchange kicks off today in San Diego, California at the Hotel del Coronado. Our keynote speaker this afternoon is Jeanne Bliss, president of the consulting firm CustomerBliss…

    1

  • Understanding and Preparing for a Market Revolution: President’s Welcome to Driving Innovation 2013

    By 

    Today marks Day 2 of our annual customer conference taking place this week in Baltimore, Md. At this year’s event, we’re delighted to be hosting a record number of attendees that have traveled from more than 15 countries. As ever, at its core, Driving…

    0

  • Unifying Scorecards and Coaching for Continuous Improvement

    By  Verint Connect Member

    Starting on February 1 st , with version 11.1, Impact 360 Coaching will automatically be included with Advanced Scorecards at no additional cost or change in price. Why unify Scorecards and Coaching? Scorecards is a tool for measuring and managing performance…

    0

  • Early Bird Registration for Verint User Conference Extended

    By 

    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. Register by February 15 to qualify for the early bird…

    0

  • The Cachet of Trust

    By  Verint Connect Member

    Net promoter score. Customer satisfaction. Loyalty. Wow experiences. More and more I read about companies trying to achieve increases in these kinds of things. And while I suppose initiatives designed to address these sorts of things have value, I increasingly…

    0

  • WHAT IS the Difference Between Performance Management Scorecards and Dashboards

    By  Verint Connect Member

    In the world of Performance Management, two terms that are often confused are Dashboards and Scorecards. At first blush, they sound like they do the same thing - they provide some measure of performance tracking. But in reality, they have widely different…

    0

  • Strategic Planning

    By  Verint Connect Member

    At a recent ACCE Conference, Brad Cleveland, noted industry guru, revealed the results of a contact center survey that asked, “What are your top challenges?” Among the top three was the category, “budgets, planning and strategy.”

    0

  • IMAGINE IF YOU COULD Manage Productivity with One, Universal Measurement?

    By  Verint Connect Member

    Imagine if you could have ONE productivity measurement across your entire enterprise. One measurement that means the same thing to the call center, billing, claims, even complex areas like underwriting, Tier III technical support, and the rocket science…

    0

  • Participants Wanted for Ventana Research Survey on Next-Generation Workforce Optimization

    By 

    Despite technological advances and new channels of communication, many customers still prefer to interact with a person. What is your organization doing to manage the agent workforce that handles these customer interactions? Ventana Research wants to…

    0

  • Six Reasons Why You Should Attend Driving Innovation

    By 

    Why should you attend Driving Innovation , the Verint global user conference? Here are six great reasons to register now! You can take advantage of cost-effective, pre-conference training to extend your knowledge of solutions from Verint (including…

    0

  • Timing Is Everything

    By  Verint Connect Member

    When I sit down to focus on something—in the best state of mind to accomplish exactly what I need to do—my phone rings. That person will probably not get my complete attention. When I am home and finally ready to watch something saved on the DVR, my wife…

    0

  • QM Assessments: How Many Is Enough?

    By  Verint Connect Member

    There are endless arguments and opinions about how many calls to assess per agent per month. I suspect there's a sort of consensus that you ought to review about 8 calls per agent per month. Some contact centers reduce that number for tenured agents who…

    0

  • Gartner Blog Highlights the Value of Business Process Discovery

    By 

    What happens when a business process outsourcer (BPO) applies an automated business process discovery solution to its back-office operations? In a recent blog, Jim Sinur, research vice president, Gartner provides a case study of the results one BPO…

    1

  • Management Training and Consulting Firm Afterburner to Present at Verint User Conference

    By 

    Afterburner, Inc ., a management training and consulting firm founded in 1996 by a U.S. fighter pilot, will give a keynote presentation at Driving Innovation TM , the Verint Systems global user conference, in Baltimore on Tuesday, June 4.

    0