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Organizations have historically linked Workforce Optimization (WFO) solution decisions to their switch and routing infrastructure. This is especially true when it comes to deploying the more mature components of WFO such as Recording and Quality Monitoring…
In this hyper-competitive world, organizations are beginning to examine and improve their customers’ experiences. The experience should be consistent, and better, across various modes of communication and touch points—be it the contact center, retail…
Yahoo CEO, Marissa Mayer, created a stir and plenty of passionate discussion earlier this year when she announced a new company policy stating that Yahoos cannot work from home. It was particularly surprising, given it originated from a Silicon Valley…
By Verint Connect Member
I’ve noticed in conversations with various organizations that while many know how they want their customers’ experience to be, they don’t always know how to get there . The following five steps are fundamentals for planning a superior customer experience…
Day 2 of Driving Innovation , the Verint Systems global user conference, kicked off with a high-energy presentation from Elan Moriah—president, Verint Enterprise Intelligence Solutions, and Verint Video and Situation Intelligence Solutions. Next up were…
The second full day of Driving Innovation 2013, the Verint global user conference, began with Verint CEO Dan Bodner presenting an overview of Verint to approximately 1,000 attendees. Entitled “Better Business and a Safer World,” Bodner’s presentation…
Day 3 of Driving Innovation, the Verint Systems global user conference, kicked off with an informative and engaging presentation from CEO Dan Bodner. During this opening keynote, he examined Big Data, the power of analytics, and Verint’s role in helping…
On June 6 Verint’s Daniel Ziv, vice president, voice of the customer analytics, shared insights at the Text and Social Analytics Summit in Boston on how organizations can effectively leverage Big Data in the session titled “Overcome Challenges in Mining…
What a week! Last week’s Driving Innovation user conference gathered customers and employees from all over the world to Baltimore’s picturesque Inner Harbor for three days of sharing business insights and networking with peers. Breakout sessions, interactive…
By Verint Connect Member
More than ever, global organizations are looking for solutions that help them take a proactive approach to compliance. Last week, Verint launched its latest Business Impact Solution ™ to do just that. Focused on Regulatory Compliance, it is designed to…
On July 4, Verint customer Bank of Montreal hosted a customer case study discussion called “The Power of Speech Analytics—Achieving Improved Customer Service, Operational Efficiencies and Significant Business Impact” at the International Call Center Congress…
By Verint Connect Member
The customer is “king,” making his or her feedback gold! With such insight come valuable “outside in” perspectives that can benefit whole organizations and the individual departments that comprise them. From satisfaction, to feedback on existing solutions…
By Verint Connect Member
Ever wondered what a brand advocate sounds like? Let me set the stage for you. I’m focused. The wife and kids are traveling and I’m cranking out the work. In the back of my mind I have some personal chores to do, the biggest being to order my wife these…
By Verint Connect Member
A couple of weeks ago I was looking for a good video clip to use as part of a presentation when I came across an old Saturday Night Live gem about a distressed traveler who loses his credit card and calls a customer service rep for help. Phil Hartman…
By Verint Connect Member
We all have done it—managed to a set of numbers. A lot of us still do it today! As we often hear, “that’s the way we’ve always done it.” From senior leaders to front line managers, we have grown accustomed to managing our teams by the numbers, such…
Although cost-cutting and compliance will continue to be very important, retail banks are shifting their IT investment strategy priority somewhat to business development. This is indicated by the results (see figure below) from Ovum's annual Business…
By Bob Meara - Senior Analyst, Celent
I had the pleasure of presenting on this topic at Verint’s Driving Innovation 2013 user conference earlier this month. The “branch of the future” is real this time and it’s urgent. Here’s why. Banks, vendors and of course, industry analysts, have been…
By Verint Connect Member
Recently I participated in a virtual panel discussion with six other vendor representatives addressing best practices in quality assurance and analytics. In prior years this session was organized as sixty ideas in sixty minutes, where each vendor would…
By Mary Boozel
By Mark Johnson President & CEO, Loyalty 360
Think like a customer, not a bank. Customers don’t think in terms of channels. They know you as their financial service provider—or one of them—and just want talking to you and banking with you to be easy and convenient. As a financial institution…
By Verint Connect Member
While customers are always looking for ways to make their big data more actionable, many neglect to consider “dark data” as part of the equation. A recent Gartner advisory indicates that dark data—internal data typically not accessed for analytical purposes…
By Jerome Brown
Join Verint’s Claire Richardson, vice president, workforce optimization at the 4 th Annual Operational & Back Office Excellence in Banking event—which takes place May 28-30 in Barcelona, Spain. On May 29 at 3:15 p.m., Richardson will review how the…
Driving Innovation, the Verint Systems global user conference, will convene at the Baltimore Marriott Waterfront hotel in Baltimore’s Inner Harbor on Monday, June 3. Now in its 16th year, the sold-out event offers attendees the opportunity to participate…
By Jerome Brown
Maximizing your investment never goes out of style. Customer experience and workforce optimization initiatives are no exception—employees need the right information at the right time to best serve their customers. Verint’s patent-pending Personalized…