By Jerome Brown
New research from Verint and the CCA looks at the customer satisfaction metrics organisations are using and the gaps they leave. Simple metrics, such as Average Handling Time can reveal the ‘what’ but they cannot explain why something is happening. And…
By Jerome Brown
Heathrow Airport made the headlines as recent chaos at border control was attributed to poor staff planning during peak travel periods. In particular, Chief Inspector of Borders and Immigration John Vine said the resources did not match passenger demand…
By Verint Connect Member
For the first time in history, both Oxford and Regent Street were closed to vehicles before Christmas to help boost shopping traffic. The result was an estimated one million shoppers pouring into the area with takings up over £50 million on the same period…
By Verint Connect Member
As we have blogged about before, we believe this year will be all about the customer experience as companies focus on building customer loyalty in a tough economic environment. There are several key trends emerging that we think will help companies achieve…
By Verint Connect Member
One of the UK’s leading energy suppliers, EDF Energy , recently announced that it intends to cut its gas price by 5%. This was the first move of its kind by a major supplier, and several other companies quickly followed EDFs example, with SSE and British…
By Verint Connect Member
Research carried out for the Direct Marketing Association’s Response Management Council has found that the UK’s e-retailers are losing ‘millions of pounds’ in sales by failing to respond to customers’ online requests for product and service information…
By Verint Connect Member
Keep your surveys short Focus on three key areas Rotate your surveys Ask the critical question Always link the recorded call with the survey Involve the customer in your calibration process Take a risk
By Verint Connect Member
With predictions of another dip in the Eurozone , UK’s biggest trading partner, and economic growth in the UK predicted to be just 0.6% in 2012 this will be another challenging year for UK-based companies.
By Verint Connect Member
Despite Eastern European banks seeing fantastic growth and excellent product margins over the last decade, their profitability has been relatively low. The reasons for this performance paradox are complex, but in the main they can be attributed to expensive…
By Verint Connect Member
We recently concluded research in Germany that found organisations strive to better understand their customers, yet more than one third of German consumers believe organisations don’t act on feedback shared.
By Verint Connect Member
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation asks: Are you missing some much needed insight into the various moving parts of your back-office?
By Verint Connect Member
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation asks: Are you missing some much needed insight into the various moving parts of your back-office?
By Verint Connect Member
A new survey by Verint and the French Association for Customer Relationships (AFRC) found most French consumers (90 percent) are likely to tell the organisations they do business with when they experience poor service,yet almost half (41 percent) do not…
By Verint Connect Member
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation asks: Are you missing some much needed insight into the various moving parts of your back-office? Question 3: How Do You Tell the Stars From the Stand-ins? So now the stage…
By Verint Connect Member
The industry is well aware of the Payment Card Industry Data Security Standard (PCI DSS), which was designed to protect payment card information in any format in which it exists.
By Verint Connect Member
One of the biggest challenges faced by organisations today is that of listening to their customers across multiple channels. This video highlights the challenges organisations face in capturing feedback from all channels and how by not listening to the…
By Verint Connect Member
Engage with your contact centre technology vendors. Seek guidance from your technology vendors. They can share how their solutions can help assist in achieving PCI compliance. The PCI SSC fully supports the use of technologies involved in processing credit…
By Verint Connect Member
Keep personal data confidential. Don’t just stop at protecting payment card information when increasing security across your datacentre. Remember that confidential data elements are identified in the 48 state breach disclosure laws and credit card data…
By Verint Connect Member
Don’t overlook physical layout issues. Traditional contact centre layouts that promote easy monitoring and access to supervisors can sometimes present unique challenges for contact centres. Do you have an open floor plan? If so, look at creating a “clearance…
By Verint Connect Member
Take work-at-home agents into consideration. Remote workers, including contact centre agents, may have special requirements as related to PCI DSS. If you have work-at-home employees who have exposure to payment card information, careful security screening…
By Verint Connect Member
Big data is fast becoming one of today’s most talked-about technology trends. Marketers are one of the professional groups who stand to gain most from these new-found capabilities to analyse data that a few years ago would have been too complex to capture…
By Verint Connect Member
With news this week that energy firms are being forced to revisit their tariffs, it’s likely that some of the world’s largest call centres are about to become even busier. Reported on the BBC this week, Ministers have expressed that energy firms must…
By Verint Connect Member
1. You do not know how much time is spent productively
By Verint Connect Member
This week, analyst house Ovum released a report on the recent timeline changes to Facebook business pages and how one feature will change how customers interact with brands on Facebook. Customers can now send businesses private messages – enabling them…
By Verint Connect Member
Company Appoints Industry Veterans Craig Butler and Charlene Pienaar to Spearhead SA Expansion, Bringing Enterprise Intelligence Solutions to SA Market – Jasco Enterprise Named New SA Reseller Verint Systems Inc. (NASDAQ: VRNT) today announced appointments…
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