By Verint Connect Member
The inspiration for this post was not the incredibly popular book of a very similar name but in fact a comment a client made during a recent meeting. He told me that "… if I asked 50 different members of staff to document the same process they would give…
By Verint Connect Member
My husband rolls his eyes every time he sees my purse busting at the seams with loyalty cards. Most retailers have become pretty savvy in figuring out how to track customer spend, and in the process, they learn a lot about my (buying) behaviour and entice…
By Verint Connect Member
On November 19, 1955 the Economist started an article titled Parkinson’s Law by C. Northcote Parkinson as follows, “ It is a commonplace observation that work expands so as to fill the time available for its completion. Thus, an elderly lady of leisure…
By Verint Connect Member
Last month I wrote about the importance of understanding a process before trying to improve it. It is critical that we understand the root causes of a problem before we set about trying to fix it. But once you know the extent of the problem, then what…
By BigO
Ever since the first call was monitored and evaluated in a contact center, the measurement of quality has been an inside-out view. The determination of what constitutes ‘quality’ has been based on internal thinking, internal guidelines and easy-to-measure…
Verint Systems Inc. has announced patent-pending Personalized Guidance as part of its Impact 360 Workforce Optimization solution. Personalized Guidance provides real-time analytics that help identify root causes and provide relevant, in-the-moment guidance…
By Verint Connect Member
In response to Verint’s recent announcement highlighting enhancements to its Impact 360 Workforce Optimization solution, Richard Snow, global vice president and research director, Ventana Research, offers his perspective in a blog entry titled “Verint…
By Daniel Ziv
I was recently asked if Big Data will continue to capture headlines this year. My projection is a resounding yes. I believe the initial buzz and hype will make way to even more significant investments and financial impact over the next few years. According…
In the last year, much has been written about Big Data Analytics. More recently, and rightly so, many have pointed out the contact center and other customer experience-delivering departments as the entry point of big data analytics into the enterprise…
By Verint Connect Member
Verint is going to address how public safety answering points record and store data using shared technology across multiple agencies. Themes will explore enterprise class recording in a multi-site shared environment
By Verint Connect Member
We all hate taking long and tedious surveys. But when creating them for our own organizations we sometimes struggle to keep them short and to the point. Everybody has questions they want included! The secret to making surveys shorter is looking at them…
By Verint Connect Member
Verint proudly announces that customer CredAbility has been acknowledged for its groundbreaking efforts in applying information technology to drive economic progress and encourage positive social change. IDG’s Computerworld Honors Program recognizes and…
In response to Verint’s recent announcement highlighting Personalized Guidance as a new offering within its Impact 360 suite, Richard Snow, global vice president and research director, Ventana Research, offers his perspective in a blog titled “ Verint…
By BigO
In the first part of this blog we discussed the importance of including the voice of your customers (VOC) in the quality monitoring (QM) process. Here we are going to discuss some ways how you can get started implementing VOC into your QM process: Gather…
China Pacific Insurance Company (CPIC) , one of China’s largest insurance companies, has deployed Verint’s Impact 360 Speech Analytics software across the organization’s Shanghai contact center location. The company selected Impact 360 Speech Analytics…
By Verint Connect Member
Verint recently announced that industry analysts have published new research confirming the company’s continued worldwide market leadership in recording solutions for contact centers, a fundamental element in any organization’s customer-centric workforce…
By Verint Connect Member
Companies worldwide and across a variety of business markets are putting Verint’s software to work. A leading provider of industrial products and supplies recently deployed Verint’s market-leading Impact 360 Workforce Optimization solution as part of…
By Verint Connect Member
At Verint, we take pride in the success of our customers. Australia’s largest bank, the Commonwealth Bank of Australia, was recently honored as a 2013 Celent Model Bank. The company was recognized for the results of its “Right People, Right Place, Right…
An overcast winter day became distinctly brighter just south of downtown Atlanta this week. On February 25, the day before the annual Verint Sales Kick-off event, about 125 Verint employees from offices around the world gathered at Ivy Preparatory Academy…
Safety and security are important topics worldwide, regardless of industry, business size or location. Whether it’s a multinational corporation or a small design shop, making employee security a high priority is always a safe choice.
By Verint Connect Member
Saddletree Research recently published a blog titled “ Mega Trends Rise Above Industry Noise ,” which highlights contact center industry mega trends revealed in the annual survey. In this blog, we’ll take a look at the first few trends—which include Big…
By Verint Connect Member
Excessive surveying is a leading cause of declining response rates from consumers. They are inundated with feedback requests through email, text, IVR, SMS, and social media. During a recent webinar Mike Clarkin, Global Vice President of Strategy and Marketing…
By Verint Connect Member
A new year often translates into new opportunities for customer experience (CX). The following highlights the trends that Verint is seeing, in addition to the advancements and changes it expects from the customer service industry in the coming months…
By Verint Connect Member
Organizations continue to be challenged with improving the customer experience (CX). They tend to prioritize other business needs versus developing and adequately funding a customer experience program. The questions we often hear from customers include…
By Verint Connect Member
When it comes to providing great customer service, many factors are in play. The essentials like managing the delivery of service, anticipating the needs of the customer, and handling exceptions are three critical ones. I’m reminded of these every time…
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