By Brian Koma
If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched "Field of Dreams." Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will…
By Verint Connect Member
How and where do you engage with your customers online? The Social Funnel is a tool we use to help our customers understand how they should participate in social channels with their customers. It is the universe of all the different social channels…
Engage , Verint’s global customer conference, is approaching fast—and now is a great time to check out the agenda to see what’s being planned at this lively event. When the conference kicks off in Chicago on June 27, attendees will have the opportunity…
Engage: Asia Pacific Verint Customer Conference May 25-26; Sydney, Australia Verint executives and subject matter experts from around the world will be speaking on such topics as customer engagement optimization, customer analytics, fraud and identity…
By Verint Connect Member
Many organizations are recognizing that the very Workforce Optimization (WFO) solutions used in their contact centers for decades can now help their back offices. Insights gained can help them better understand, structure and leverage their back-office…
By Verint Connect Member
Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At…
By John Chmaj
Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural…
By Verint Connect Member
Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce…
By David Moody
Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity. Implemented incorrectly…
Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee…
By Verint Connect Member
The rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft. Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the…
By Verint Connect Member
Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be? Should we improve our classroom…
By Paul Stockford, Chief Analyst, Saddletree Research
It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. Although the back office was an entirely separate operation from the front office contact…
By Verint Connect Member
As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process. …
By Verint Connect Member
Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives. Social networks and online communities—the distinctions Social networks such as Facebook…
The increasingly competitive nature of the marketplace continues to make every customer interaction important. Loyalty is at stake—quite frankly, your competitors are after your customers. The good news is really caring about your customers and being…
Innovation is a core value at Verint. Underscoring this approach, on April 12, Randy Holl, Chief Technology Officer, Contact Solutions, A Verint Company, will present “Methods and Apparatus for Predictive Modelling and Analysis of Textual Network Interactions…
By Paul Stockford, Chief Analyst, Saddletree Research
Every now and then an idea comes along that makes you wonder why somebody didn’t think of it sooner. Have you ever been in the middle of an online interaction and were interrupted or had to leave the self-service session to look up information? This…
Are you looking to implement self-service for your customers, or are you assessing the quality of your current self-service solution? Would you like to hear some tips on achieving self-service success? Self-service is a tremendous tool for organizations…
Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT…
By Marc DeCastro - Research Director, IDC Financial Insights
It may seem odd to begin a digital transformation with a legacy physical asset like a bank branch, but the reality is that the branch can be the face of any digital transformation project. Many believe that the bank branch is on borrowed time. There…
By Daniel Ziv
As organizations place increasing value on what their customers think and feel, the potential in evaluating a customer’s actual words cannot be overstated. The effects of understanding and then acting on this information can positively affect how all…
By Paul Stockford, Chief Analyst, Saddletree Research
When you hear terms such as “adaptive personalization,” Interactive Voice Response (IVR) probably isn’t the first thing that springs to mind. In fact, most people don’t associate those words with the contact center at all, but they are becoming increasingly…
By Verint Connect Member
Over the weekend I read a Fortune online story by journalist @KatherineLewis that suggests customer service associates in contact centers should stop providing “scripted empathy.” She states that industry experts agree that providing associates with…
By Verint Connect Member
There is a tremendous opportunity to improve how quality is managed in most contact centers. It is ripe for disruption. As I was putting together my thoughts on this blog I went to Investopedia to look up their definition of Quality Management. They…
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