By Verint Connect Member
A Voice of the Customer programme is the process used for capturing customers’ expectations, preferences and experiences, with the goal of linking them to business metrics. It is one of those business initiatives that looks fabulous when judged by the…
By Verint Connect Member
Of course, businesses should listen to their customers. But customer feedback may not always be as reliable as you might think. I recently explored this debate on Management Today, outlining the top ten reasons why the customer isn’t always right. You…
By Verint Connect Member
We’ve written before on this blog about the Power of Like – in particular the potential of the Like button to further consumers’ engagement with your brand on Facebook. Facebook has recently explored the integrity of a Like in this announcement, highlighting…
By Verint Connect Member
With the universal banking model being an accepted fact of life for the UK’s ‘Big Four’ banks, these institutions have struggled to shake off the taint of association with their investment arms, whose vilification in the press has led to a catastrophic…
By Verint Connect Member
In the current competitive landscape the customer experience is not only key to retaining a loyal customer base, but also to ensure your customers don’t damage brand reputation by voicing any negative experiences through public social media channels.
By Verint Connect Member
When it comes to understanding your customer, organisations have the onerous task of managing the multiple platforms and streams of insight that customers post, tweet, blog and of course, call through to the contact centre. But what sits behind the customer…
By Verint Connect Member
It’s hard to think of a topic that has caused more debate in financial market compliance circles over the past 15 months than the introduction of mobile phone recording. Some have seen it as technologically impractical and financially burdensome. A number…
By Verint Connect Member
Over the past two decades retail banks have widened access for their customers by encouraging consumers to move out of the branch to lower-cost channels, such as ATMs, contact centres and the web. Yet when consumers wish to make a financial product purchase…
By Verint Connect Member
We’ve always been advocates of customer service and are true believers that providing customers with a positive experience does impact your bottom line. There are many examples of organisations we’ve worked with, which reaffirms our position, but the…
By Verint Connect Member
Alior bank is viewed as one of the most innovative financial institutions in Poland. For example, you don’t have to sign paperwork in triplicate as customers sign documents electronically on tablets. Last year this was taken one step further, when Alior…
By Verint Connect Member
It is hard to think of a topic that has caused more debate in financial market compliance circles over the past 15 months than the introduction of mobile phone recording. Some have seen it as technologically impractical and financially burdensome. A number…
By Verint Connect Member
The world of customer service is evolving. Understanding the next generation of consumers must be a priority for service providers to retain and generate loyal customers, healthy profit margins and crucially, positive coverage on social media channels…
By Verint Connect Member
The economic news of 2012 focused on the UK Government’s work to reduce the deficit and put public finances on a more stable footing. An austerity drive and clamp-downs on tax evasion were the key prongs of its strategy. So it was surprising to review…
By Verint Connect Member
This week, Verint is participating in the IFSEC International conference at the NEC in Birmingham. On May 14, Verint's Peter Weller, a pre-sales consultant, presented the session titled "Constant Innovation in Security." The presentation looked at how…
By Verint Connect Member
Last month I had the opportunity to present at the Process Excellence (PEX) event in London. My talk focused on unveiling the vital role software can play to monitor employee effectiveness and efficiency. By combining a number of case studies, common…
As we continue to work longer hours, we all look for ways to save time in our everyday routine . In the case of retail banking, Metro Bank might just be able to help make its customers’ lives easier. It describes itself as ‘A Revolution in Banking’…
By Verint Connect Member
Most organisations have standard security practices and technology in place for the usual processes - installing heat or gas detectors, fire alarms, physical CCTV cameras etc. - but what is often missing is how to bring these disparate systems into one…
By Verint Connect Member
With technology, 80% of users will only use 20% of the functionality. This is no different with Enterprise Software. The rate at which we adopt new technology never ceases to amaze me. This was brought home, quite literally, when my daughter discovered…
By Verint Connect Member
How can Retail Banks ensure that ALL of their staff in ALL of their branches is treating ALL of its customers fairly and compliantly ALL of the time? UK Retail banks have to date set aside somewhere in the region of £9 billion to repay PPI claims. PPI…
By Verint Connect Member
This week, at Gartner's Customer Strategies and Technologies summit, I attended some interesting presentations around Customer Experience. The analysts delivered keynotes on customer loyalty, and described it as "effectively understanding customers so…
By Verint Connect Member
Attending the annual Allan Lloyds event in Barcelona for the banking industry provides insight in where the industry is today What could be better than a conference in Barcelona in May? The annual Allan Lloyds Annual Operational & Back Office Excellence…
By Verint Connect Member
A clerical error so egregious as to make the national news across most of Europe is a rare thing – but the tale of the German bank teller who fell asleep at his keyboard and turned a €64.20 transfer into a €222,222,222 payment raises some interesting…
By Verint Connect Member
When many think of data, they tend to think of words and numbers. For most businesses looking at security, it’s images that matter but, despite the almost universal use of digital CCTV equipment, many still have an outdated view by thinking of CCTV recordings…
By Verint Connect Member
“My manager has given me feedback which doesn’t represent my overall performance.” You’d be hard pressed to find a single contact centre agent who would disagree with the above statement. This hardly surprises me; how can managers expect to build an overall…
By Verint Connect Member
When you look up “Voice of Customer” in Google, you get more than 3 million search results. It has its own Wikipedia page (albeit limited) and more than 600 videos have been posted on YouTube that cover the subject. With something trending this much on…
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