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…
By Jerome Brown
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…
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…
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…
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…
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…
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.”
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…
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…
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…
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…
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…
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…
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.
By Paul Stockford, Chief Analyst, Saddletree Research
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…
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…
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…
By Paul Stockford, Chief Analyst, Saddletree Research
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…
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…
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…
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…
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