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  • Mega Trends Rise Above Industry Noise

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    Given the amount of noise in the contact center industry today, how is it possible to get above the shouting and find out what’s really important to those who comprise such a critically important part of the industry—the customer service professional…

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  • Evolving Quality Monitoring

    By  Verint Connect Member

    Last month I wrote about how many quality monitoring evaluations should be done per agent per month. To recap, in quantitative methods many formulas exist that prove to be quite useful. One of them tells you how many samples need to be drawn and analyzed…

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  • Providing the Eyes and Ears to Help Keep People Safe

    By  Verint Connect Member

    To provide environments that are as safe as possible, security professionals need to see and hear what is happening all around them. Building upon a core focus in this area and backed by proven technology, Verint recently launched an integrated audio…

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  • Why You Should Pay Attention to Human Capital Management and Shifting Purchase Influencers in 2013

    By 

    Let’s look at the final two mega trends for 2013 to complement what was covered in the last two blogs: “ Mega Trends Rise Above Industry Noise ” and “ Big Data, Mobility and Analytics Continue Momentum in 2013. ” The human capital management and shifting…

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  • Back Office Workforce Management

    By  Verint Connect Member

    Recently, a person posted a simple query in a special interest group on LinkedIn. They had a requirement for WFM in a back office setting of several hundred seats and there was a contact center involved in the business as well. They wanted to hear about…

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  • Verint User Conference Opens with Record Number of Attendees

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    Driving Innovation TM 2013 , the Verint Systems global user conference, has convened in Baltimore, Maryland. Held June 3 – 6 at the Baltimore Marriott Waterfront hotel, the sold-out event features more than 1,000 attendees and presenters from all over…

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  • CRM and WFO: Two Sides of the Same Coin

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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…

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  • The Three Pillars of Workforce Optimization

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    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…

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  • At-Home Agents: Should Marissa Mayer’s Yahoo-Rule Apply to Contact Centers?

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    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…

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  • 5 Steps for Getting Started with a Customer Experience Program

    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…

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  • Engaging Speakers and Sessions, Great Networking and a Technology Showcase at Driving Innovation

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    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…

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  • Dan Bodner Highlights "Better Business and a Safer World"

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    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…

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  • Driving Innovation Keeps the Momentum Going: Day 3

    By 

    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…

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  • Verint Discusses Big Data at Two Conferences This Week

    By 

    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…

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  • Looking Back on a Successful Week of Driving Innovation in Baltimore

    By 

    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…

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  • New Verint Business Impact Solution Addresses Regulatory Compliance Requirements

    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…

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  • Harnessing the Power of Speech Analytics

    By 

    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…

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  • Using Feedback to Provide Customers the Solutions They Need

    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…

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  • My Zappos Kind of Week: A Tale of Customer Experience

    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…

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  • Customer Retention: It's More Than Just Churn

    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…

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  • Are You Managing to Efficiency or Managing to Numbers?

    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…

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  • En-route to Increasing Sales and Servicing Effectiveness in Retail Banking

    By 

    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…

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  • “Branch of the Future”—It’s for Real This Time

    By 

    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…

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  • Making Sure Quality Monitoring Evaluation Forms Do Their Job

    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…

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  • Groupon…as part of a loyalty program? The Daily Dealer May be on to Something

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    By Mark Johnson President & CEO, Loyalty 360

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