Few institutions truly understand the impact of back-office operations on customer experience. Fortunately, some of them do. The VP of Workforce Management for the Education Financing Division of a large financial services firm realized that to improve…
By Verint Connect Member
The Customer Experience Professionals Association (CXPA) has announced a new professional certification program, called the Certified Customer Experience Professional (CCXP), launching the first quarter of 2014. It is an important milestone for the profession…
Ryan Hollenbeck, Senior Vice President, Global Marketing, Verint, and James Norwood, Chief Marketing Officer, KANA Software This week, Verint ® entered into a definitive agreement to acquire KANA Software . Located in Silicon Valley in Sunnyvale, California…
By Verint Connect Member
With the holiday shopping rush behind us, it is more important than ever to take a look at margins, profits and customer loyalty. To continue to stay ahead in the market, retailers must differentiate themselves from the competition—especially from online…
Ever walk into an empty bank branch on Wednesday at 10:30 a.m. and find three rather bored tellers? Or, have you ever worked in an accounting or reconcilement department and been swamped at month’s end, but slightly tempted to play solitaire on the third…
By Verint Connect Member
Excerpt from loyalty360.org: ‘Tis the season of giving! While it may not fit nicely into a box with a big red bow, the best present a business can give is to provide the products and services that customers need–delivered and packaged in the way they…
At Verint, we appreciate our customers and partners and wish everyone safe and restful holidays. We look forward to a great 2014!
By Verint Connect Member
Big data’s growth has encouraged demand for high-definition surveillance. According to a recent report from market research firm IHS, the growth of big data within the video surveillance market is leading a growing demand for high-definition (HD) video…
By Verint Connect Member
Just like the 1932 novel Brave New World and other futuristic stories which offer entertaining—sometimes even unsettling—looks into the future, today it seems we truly are living in a new, and increasingly digital, world. A world where consumers are constantly…
By Verint Connect Member
As the industry’s long-promised “tipping point” from analog to IP approaches – some experts would say it has passed – analog camera sales are still surprisingly high. Understandably so. Many users have invested significantly in their analog infrastructure…
More than ever, today’s busy workforce requires flexibility and access from just about anywhere, anytime. To help meet these needs, Verint has launched Impact 360 ® Mobile™, a native mobile application that introduces additional workforce optimization…
Have you registered for Driving Innovation , the Verint Systems global user conference? This year’s conference will be held June 9 – 12, 2014 at the Hilton Orlando Lake Buena Vista in Orlando, Florida. If you register by January 31, you’ll qualify for…
By Susie Ladd
Did you know that you can add your Time Off and Calendar activities within Impact 360 Workforce Optimization (version 11.x and higher) to future dates for which you haven’t yet created campaign scheduling periods? In the Forecasting and Scheduling Module…
By Verint Connect Member
Part one of this blog series discussed the opportunities and challenges of the Affordable Care Act’s shift to a more consumer-oriented focus. As healthcare insurers work to manage the widespread confusion with existing members on the implications of the…
To effectively develop an agile workforce, enterprises need to find ways to level the playing field so employees from different work areas can be equitably measured against goals. As we discussed in the first blog , creating such a workforce has two…
IBM coined the term “adaptive or agile workforce” to describe a workforce that can swiftly adapt to the changing needs of customers, employees, and the marketplace. In practical terms, such a workforce is cross-trained to move between departments when…
By Verint Connect Member
The popularity of the “smart city” is growing worldwide and not expected to slow down any time soon. In fact, research firm Frost and Sullivan recently estimated the smart city market could reach $3.3 trillion by 2025—welcome news for those involved in…
By Daniel Ziv
Excerpt from MediaPost: For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors. Keeping…
By Verint Connect Member
Under the pressures of healthcare reform, the multifaceted world of healthcare insurers is more complex than ever. Adding to that, the Affordable Care Act (ACA) has instituted both significant new opportunities and considerable business challenges for…
By Rik Turner, Senior Analyst, Financial Services Technology, Ovum
In the wake of the global financial crisis, legislators across the globe, and particularly those in the worst affected English-speaking countries, have been working to minimize the chances of it ever happening again. The perception, among lawmakers…
In general, no one likes a complainer. Complainers are cast as the antagonists in customer service scenarios. These are the customers that you politely diffuse and move to the next interaction. Their issues and concerns can vary considerably, from the…
By Verint Connect Member
Today’s comprehensive range of video surveillance options provides customers with higher detailed video, covering more locations and for more hours of the day than ever before. In fact, a customer could have cameras capturing every square inch of a facility…
By Paul Stockford, Chief Analyst, Saddletree Research
What are the top issues on the minds of call center managers and executives? The National Association of Call Centers (NACC), a 503(c)(6) not-for-profit research function and industry membership organization based at The University of Southern Mississippi…
By Verint Connect Member
Verint Enterprise Feedback Management (EFM) supports a variety of survey question types, including matrix questions. These two-dimensional versions of the multiple choice format are arranged like a table, with questions listed on the left and answer choices…
By Jerry Silva - Global Banking Research Director, IDC
Recently, while contemplating the latest thinking around the future of the bank branch, my mind went off on a small tangent as I realized that I'm lucky enough to have lived in Boston through the most exciting of times for a pro football fan…the Bill…
Subscribe to our weekly or monthly digests of all the latest insights and articles from Verint.