Verint’s Nancy Porte, Vice President, Global Customer Experience, recently wrote an article for Loyalty 360™ describing best practices and recommendations for effectively leading the customer experience efforts in an organization that wants to focus on…
By Verint Connect Member
The “Q” in QM stands for “quality,” but the definition of quality has evolved over the years. Some people look at the Q in terms of Quality Assurance, or sometimes Management, rather than the traditional “Monitoring.” Despite the changes in vernacular…
By Jerry Silva - Global Banking Research Director, IDC
If you think your institution hasn't been victimized by fraud attacks on the contact center, look again. It's a decent bet that it is happening and you just haven't identified it as an issue.
By Verint Connect Member
The use of wearables—miniature electronic devices that are worn on your person—has become increasingly popular, interweaving technology into everyday life like never before. One popular type of wearable is a bracelet used for monitoring fitness activities…
The Information Technology department of a large, southern state Department of Criminal Justice had one primary goal: to improve the performance of their homegrown parole administration system (PAS). Core to the operations of the agency’s parole division…
By Verint Connect Member
First contact resolution (FCR) is often referred to as the “holy grail” metric for contact centers, from which flows the goodness of reduced contact volume, improved customer loyalty and a greater share of the customer wallet. So, it’s not surprising…
We would like to congratulate our own Nancy Porte, Vice President, Global Customer Experience, for being named in the “ 2014 Top 50 Most Active Influencers in #CX – Customer Experience ” by MindTouch for the second year in a row! Nancy has made a long…
By Verint Connect Member
In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be…
Has someone within your organization used software from Verint to increase customer satisfaction and retention, build customer loyalty, reduce costs, drive revenue, improve operational efficiencies, or heighten employee morale? Why not nominate them for…
By DShelley
Did you know that you can change the title of a survey created in Verint Enterprise Feedback Management (Version 7.1 and higher) without impacting the title displayed to your participants? This can be handy for labeling surveys in a meaningful way for…
How many applications do your employees use on any given day—five, ten, twenty? How many are critical to executing their work, and how many are ancillary or not even work-related? Do you know if they are using the applications as prescribed—or have…
Verint is busy around the world this month: Frost & Sullivan Customer Contact East April 7; Marco Island, Florida Verint’s Roger Woolley, vice president, solutions marketing, and Heather Callahan with Toronto 311 will present “Even in Today's…
By Verint Connect Member
How do you find long-term, loyal customers? By addressing specifically what your customers are saying. Many organizations want to build successful voice of the customer programs to increase loyalty but aren't sure what steps to take to make it happen…
By Paul Stockford, Chief Analyst, Saddletree Research
As markets change, whether in response to challenging economic circumstances or through natural business evolution, the characteristics of that market change with them. For example, the cellular communications market, once characterized by high prices…
By Paul Stockford, Chief Analyst, Saddletree Research
In his ground-breaking book In Search of Excellence , author Tom Peters popularized the idea of “Management by Walking Around (MBWA).” First published in 1982, the book sold three million copies in its first four years. Shortly thereafter, there were…
By Verint Connect Member
A panel is a group of people with relevant backgrounds who agree to participate in surveys. Businesses organize panels for various groups of stakeholders such as customers, employees, resellers, partners, prospects, etc. Because panelists agree in advance…
In the business sense, the Desktop and Process Analytics solution set provides managers with unprecedented visibility into employee activities, how they are doing them, and time spent on them by capturing data directly from the employee desktop. This…
By Verint Connect Member
In today’s age of online shopping, it’s more important than ever for retailers to differentiate themselves from the competition. Brick-and-mortar stores are uniquely positioned to set themselves apart with face-to-face customer service; but first, you…
By Daniel Ziv
As we all know from experience, many discussions between contact center agents and customers can grow emotionally charged. Whether or not an agent understands what a customer is saying—and even feeling—can make the difference between good customer service…
By Keith Dawson - Practice Leader, Customer Engagement, Ovum
The latest wrinkle in the transition to the cloud is in the type of tools that are migrating towards it. Originally, the apps most likely to be considered as services were the infrastructure platforms. These are the most expensive components in a contact…
By Matt Marshall - Sales Engineer, Video and Situation Intelligence Solutions
The Nextiva EdgeVR is an embedded network video recorder (NVR) device that requires software to operate. To ensure that the device is up-to-date, standard upgrades are needed. This software package is called the firmware, which can be easily upgraded…
By Verint Connect Member
Are you using Impact 360 Desktop and Process Analytics as part of your Impact 360 Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that you can display interactions within the Impact 360 Desktop and Process Analytics…
On June 10 at Driving Innovation™ , the Verint Systems® global user conference in Orlando, Florida, keynote speaker Robyn Benincasa will demonstrate how ordinary people can accomplish extraordinary results by applying the 8 Essential Elements of Human…
Originally published to Bank Innovation on March 10: Bank and credit union branches—and even branches or store networks across other industries—are under tremendous pressure to generate sales revenue. That may seem obvious. However, the need to offset…
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