By Verint Connect Member
Take a look at this article by our very own Bill Durr, Principal Global Solutions Consultant at Verint. Bill’s always believed that contact centres—like living organisms—grow and evolve over time. Through the years, he’s identified a four-step evolution…
By Verint Connect Member
Social media has fast become the new medium of complaint as consumers vent their frustrations via means inherently designed to give the world a voice. Customers are taking their frustrations to sites like Twitter, Facebook and YouTube, in the knowledge…
By Verint Connect Member
Verint Systems Inc. (NASDAQ: VRNT) today announced the availability of its fully web-enabled Enterprise Workforce Management (WFM) solution and expanded vision for what an enterprise-wide approach to WFM can bring to organizations of all sizes. This announcement…
By Verint Connect Member
The big data issue is one that is still challenging many CIOs today. The bulk of the discussion has focused on the ability to process massive amounts of structured data can help businesses make better decisions. This is undoubtedly true, but I think the…
By Verint Connect Member
Study finds that organisations strive to better understand their customers, but nearly half of UK consumers believe they don’t care or act on feedback shared LONDON, 08 November 2011 — Most British consumers (89 percent) are likely to tell the organisations…
By Verint Connect Member
Over the next few weeks we’re launching a major piece of research we’ve carried out in the UK, France, Germany and Spain, in which we try to find out just how wide the gulf between organisations and their customers really is. We’ve carried out surveys…
By Verint Connect Member
Yet more evidence that brands aren’t getting their social media strategy right emerged recently, with a survey by TNS highlighting the reluctance of customers to be marketed to by brands, through social media. According to the survey of 72,000 internet…
By Verint Connect Member
As this year begins to reach its conclusion, many businesses are starting to asses what’s gone right and what’s gone wrong in 2011. However, you only have to look back to earlier this week to find how bad service can do real harm to companies. Just like…
By Verint Connect Member
The Christmas season is well underway for retailers, which means customer service departments will be facing a battle to maintain standards. As well as an increase in online shopping traffic, high street retailers must ensure that they provide a positive…
By Verint Connect Member
89% of British consumers are likely to tell the organisations they do business with if they receive poor service, yet almost half (44%) do not believe they take notice of, or really care about, the feedback shared. New research from Verint and the Customer…
By Verint Connect Member
As the Christmas shopping madness descends upon the nation, it’s not just consumers that will be feeling the stress. It is hard to underestimate the importance of this time of year for all consumer-oriented businesses, who see a significant proportion…
By Verint Connect Member
Enterprise workforce management is a software solution and management program that helps organizations deploy resources across functional boundaries to service customers and balance workloads based on customer demand. The solution can help an organization…
By Verint Connect Member
Stop me if you've heard this one: "Our systems do not talk to each other, so we have to constantly switch back and forth, copying information here and pasting information there. It annoys our employees, it causes errors, and we keep asking customers for…
By Jerome Brown
Learn how to put the “voice of the customer” to work across your organization at a series of upcoming online events featuring Verint subject matter experts. Key themes will focus on the benefits of implementing a Voice of the Customer (VoC) program, along…
By Jerome Brown
American Eagle Federal Credit Union (AEFCU), a full-service, not-for-profit financial institution, is using Verint’s GMT workforce management (WFM) software to create flexible schedules and minimize overtime. Within the first year of implementation, the…
By Jerome Brown
Verint Systems Inc. ( NASDAQ: VRNT) recently announced the winners of its annual “Innovator of the Year” awards program. These awards recognize a select group of individuals for their outstanding performance in driving innovation across contact center…
By Jerome Brown
Don’t miss your opportunity to learn about Verint’s latest video managment tools in the upcoming webinar Robust Video Mangement Suite: Nextiva Version 6.2 on Friday, March 16th from 12:00-1:00 PM (EST) . With its powerful, fully integrated video management…
By Jerome Brown
Unstructured feedback from customers can offer a goldmine of customer intelligence—but how can you extract meaningful insight from the huge volumes of data contained in phone calls, emails, text messages, and more? In this new video, Steph Platel on Verint…
By Verint Connect Member
First, I would like to express my thanks to the industry experts who weighed in on my posting: Big Data, the Contact Center and the Intelligent Enterprise . It seems many of us are in agreement as to the value of big data that currently resides in the…
With all the “To Do’s” in our busy daily lives, it’d be nice to be able to narrow your focus down into doing just four things successfully, right? For retail financial institutions, and specifically their branches, consider these four primary business…
In an earlier post , we identified four primary business needs for retail banking and called them the four “big ones” for branch operations. The first one, deliver a high quality customer experience, is arguably the most essential. Without loyal and happy…
By Verint Connect Member
I have decided to dress as “Big Data” for our neighborhood Halloween party! Forget ghosts, goblins and witches—big data is really scary! For years, we have been talking about how challenging it is to gather customer feedback, yet in a relatively short…
By Verint Connect Member
Previously, we've talked about the power of big data and how it can transform organizations and the value of data contained within today's contact centers. Now, let's pause a moment and speak to big data on a more personal, customer-centric level. Much…
Continuing the discussion of the four primary business needs for retail banking (previously referred to as the four “big ones” for branch operations ), let’s shift to increasing efficiency (number two of the four). For an operational area like the branch…
Four primary business needs for branch operations are to (1) deliver a high quality customer experience , (2) increase efficiency , (3) increase sales, and (4) maintain compliance. Getting these fundamentals right are at the core of a successful branch…
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