What did more than 2,000 American consumers tell us 1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33%…
By John Chmaj
We see one thing all too often in the world of knowledge management (KM). Many services organizations aspiring to KM excellence do not put enough focus and effort around the specific capabilities and relationships KM needs to evolve. A clear understanding…
By Verint Connect Member
Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet. While selfies are a form of self-expression, they also indicate…
By Verint Connect Member
While many enterprises may have secured and locked down their online channels quite effectively, many have not addressed the vulnerability of the phone channel to fraud. Don’t be a sitting duck! Voice biometrics can help you detect fraudsters and verify…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, has spent 20 years helping Verint focus on the best ways to serve its customers—and thus help successful companies around the world best serve their customers. Sheri Greenhaus, managing…
Self-service is quickly emerging as the preferred customer service channel for many consumers. However, offering the human touch by phone is still critical in many service scenarios. It’s evident that both emerging and traditional channels are required…
We’re less than two weeks away from the annual Verint Global Customer Conference ! Advance registration closes Wednesday, June 15—so you have just a few more hours to register at the standard rate. Onsite registration will also be available. Verint…
Every organization that wants to stay competitive needs customer insights—how do they want to do business, and what does it take to earn their long-term loyalty? The answers heavily depend on the (actual) voice of the customer. More than ever before…
By Verint Connect Member
In part one of this two-part blog series I identified three of the ways the customer contact center can benefit from online communities. In part two we’ll conclude with two other benefits. 4. They provide early warning signals Because online communities…
By David Moody
Today’s digital consumers are used to conducting business online— shopping from their favorite retailers, getting answers to questions, even watching movies and listening to music. These digital consumers are also digital citizens, who demand the same…
By Verint Connect Member
Recently, Verint held an Ask the Experts webinar for its customers on the topic of enterprise workforce management (WFM). I had the honor of being one of the SMEs along with Paul Stockford, Chief Analyst, Saddletree Research. The questions answered…
Putting the Customer First into Your Quality Efforts June 7; CRMXchange Virtual Conference Verint’s Donna Denehy, leader, global contact center and insurance business strategy team, is participating in this virtual conference with CRMXchange at noon…
By Verint Connect Member
For most organizations the customer contact center is the nexus for all contacts between the organization and its customers. Typically the contact center is relied upon when the customer faces a problem he or she cannot solve on his or her own. As we…
We’re only a few short weeks away from the annual Verint Global Customer Conference ! Verint Engage 2016 is all about helping you and your organization learn, grow your success, and build customers for life. When you join us in Chicago June 27 – 30…
By Daniel Ziv
In today’s fast-paced, attention-span challenged world, explaining customer behaviors and driving action are paramount. Organizations that take a good look at unstructured data—such as phone, email, and chat—can gain another view and a better platform…
By Verint Connect Member
As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27 th in Chicago. Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes. …
“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want…
By Verint Connect Member
Balancing information security with consumer demands for speed is an increasing and rather daunting challenge. While the need to provide fast service is real—and customer loyalty may depend on it—identity theft is on the rise and must be addressed.…
Most of us who have been in the workforce for a while have worked with a micro-manager. It’s not a comfortable situation. They mean well and are only trying to ensure the work gets done on time, accurately, and with little waste. However, their need…
By Verint Connect Member
Ventana Research is seeking Workforce Optimization professionals to participate in a market research study to create a detailed picture of the current state and future direction of workforce optimization (WFO) use in organizations, as well as best practices…
By David Moody
As I mentioned in a previous blog , I don't think I know of any government organization that hasn't established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana . The idea…
By Verint Connect Member
In part one of this two-part series , I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel…
The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs…
By Verint Connect Member
I was reading a Forrester Brief from Ian Jacobs 1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process. In the brief Ian wrote the…
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