It may sound like yet another platitude, but when it comes to helping your branch network perform at its best, having deep accurate insights into what is really happening–at each branch and desktop--is critical. Your eyes can deceive you . Don’t believe…
Two pieces of cloth, by themselves, are nothing more than squares of material. Stitch them together and these two parts become one entity—one shirt, one coat, one dress. For companies, customer data exists in multiple forms, yet many lack the ability…
You may already know that thousands of organizations worldwide rely on Impact 360 Workforce Optimization (WFO) solutions to help increase customer satisfaction and loyalty, enhance products and services, reduce operating costs, and drive revenue and competitive…
Last week’s gathering of banking and insurance executives, technology providers, industry analysts and media demonstrated that innovation is alive and well in retail banking today.
By Jerome Brown
After several high profile security data breaches, The HIPAA Final Omnibus Rules Act has put healthcare providers on notice. The new standard, announced in January of this year, significantly increases financial penalties and expands the scope of these…
By Verint Connect Member
Verint continues to expand on analytics capabilities that allow customers to build stronger multichannel relationships, gain deeper insight into the customer experience and improve operational efficiencies. With our Voice of the Customer Analytics portfolio…
Many might say that innovation and banks don’t fit into the same category. Although retail banks are traditionally fairly conservative--their highly regulated industry makes them pretty “risk averse” when it comes to trying out new technology--several…
By BigO
We hear about the voice of the customer a lot these days when it comes to programs and initiatives that enhance customer satisfaction, customer loyalty and the overall customer experience. However, the voice of the contact center agent is just as important…
During a panel session at Celent’s Insight and Innovation Day , several retail banking leaders shared their perspectives on the current state of retail banking, describing how each organization was finding innovative ways to evolve the customer experience…
Join Verint in Seoul! Verint’s Daniel Ziv, vice president, voice of the customer analytics, is speaking at the Korea Call Center Management Conference on May 9. Taking place at the Grand Hilton Seoul Hotel, the keynote will address “Big Voice of the Customer…
By Verint Connect Member
Earth Day serves as an annual “event” designed to demonstrate support for environmental protection. Its name and concept were pioneered 1969 and taken international in 1990. Today, Earth Day is coordinated globally by the Earth Day Network and celebrated…
By Verint Connect Member
A U.S. television program called “The Voice” challenges musicians to perform onstage while judges listen with their backs turned, forced to identify the next great singer purely on the quality of the voice they hear. Based on the judges’ reactions, the…
These abbreviations might be familiar to many, but for clarification, WFM=workforce management and WFO=workforce optimization. Traditionally, WFM consisted of software solutions that helped with demand forecasting, planning and automated scheduling…
Regardless of industry, global reach and location, today’s organizations are looking for ways to meet their revenue generation, customer loyalty and cost containment goals across the enterprise. To that end, Verint recently launched several new business…
By Verint Connect Member
The Gartner 360 Summit kicked off this morning in San Diego, California, with the goal of sharing and collaborating on strategies and technologies that are enabling organizations to better understand and engage their customers. The conference began…
By Verint Connect Member
The Gartner 360 Summit continued today in San Diego, California, with comprehensive tracks that allow attendees to drill down on topics that most interest them, with track sessions tagged to attendees' job roles, experience levels and key focuses. Some…
When you’re a fighter pilot and your office is an F-18, there’s simply no room for error. More than ever, today’s global, fast-moving and highly connected marketplace presents an environment that’s increasingly unforgiving of poor planning, execution…
By Verint Connect Member
The Verint Systems Driving Innovation TM global user conference, taking place June 3-6 at the Baltimore Marriott Waterfront hotel, is quickly approaching. With more than 60 interactive breakout sessions to choose from, the conference offers something…
By Verint Connect Member
The Customer Experience Professionals Association (CXPA) annual Member Insight Exchange kicks off today in San Diego, California at the Hotel del Coronado. Our keynote speaker this afternoon is Jeanne Bliss, president of the consulting firm CustomerBliss…
By Jerome Brown
Today marks Day 2 of our annual customer conference taking place this week in Baltimore, Md. At this year’s event, we’re delighted to be hosting a record number of attendees that have traveled from more than 15 countries. As ever, at its core, Driving…
By Verint Connect Member
Starting on February 1 st , with version 11.1, Impact 360 Coaching will automatically be included with Advanced Scorecards at no additional cost or change in price. Why unify Scorecards and Coaching? Scorecards is a tool for measuring and managing performance…
Have you registered for Driving Innovation , the Verint Systems global user conference? This year’s conference will be held June 3 – 6 at the Baltimore Marriott Waterfront in Baltimore, Maryland. Register by February 15 to qualify for the early bird…
By Verint Connect Member
Net promoter score. Customer satisfaction. Loyalty. Wow experiences. More and more I read about companies trying to achieve increases in these kinds of things. And while I suppose initiatives designed to address these sorts of things have value, I increasingly…
By Verint Connect Member
In the world of Performance Management, two terms that are often confused are Dashboards and Scorecards. At first blush, they sound like they do the same thing - they provide some measure of performance tracking. But in reality, they have widely different…
By Verint Connect Member
At a recent ACCE Conference, Brad Cleveland, noted industry guru, revealed the results of a contact center survey that asked, “What are your top challenges?” Among the top three was the category, “budgets, planning and strategy.”
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