Our Latest Insights

Our latest insights
  • Is the Social Media Break the New Smoke Break for Young Workers?

    By 

    Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break. With fewer adults smoking, and work schedules being more…

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  • Is Your CX Program Fit for Survival?

    By  Verint Connect Member

    I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed…

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  • Add Mindfulness to Your Contact Center WFO and IVR Strategies

    By 

    You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help…

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  • Verint Speakers: Engage APAC, Customer Service Culture of Quality

    By 

    Engage APAC Customer and Partner Conference 2017 September 6-7; Melbourne, Australia Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer…

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  • Verint at the Intersection of Customer Engagement, Employee Engagement

    By 

    Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Engagement Strategies Media about why engagement is emerging as a field with significant room for growth. As today’s world moves faster and customer demands only…

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  • Make an Impact with Your Voice of the Customer Program

    By 

    Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting…

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  • Customer Service on Social Media and Communities: It Works

    By  Verint Connect Member

    In my last blog, Social Community—Hey, Get Your Own! , I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities…

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  • Ready to Soar? Align Your Analytics and Customer Engagement Strategies

    By  Verint Connect Member

    What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive…

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  • Don’t Motivate Today’s Employees with Yesterday’s Strategies

    By 

    Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the…

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  • Oh No, I Lost My Credit Card! Responding to the Voice of the Customer

    By 

    Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards?

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  • Executives Leading a “Customers for Life” Culture—Customer Centricity

    By  Verint Connect Member

    Actions speak louder than words, as we have all heard. Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities…

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  • Verint Helps Humana Offer Robust Customer Service

    By 

    One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as…

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  • Facing the Future of Contact Center Employee Engagement

    By 

    At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University…

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  • Is Your Back Office Causing Customer Dissatisfaction?

    By 

    Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on…

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  • Great Digital VoC—Like Great CX—Starts With Great Questions

    By 

    Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well. Asking the right question at the right moment in the customer journey is critical. If you ask people brand…

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  • Social Community—Hey, Get Your Own!

    By  Verint Connect Member

    As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn…

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  • The Power of Attended Robotic Process Automation (RPA)

    By 

    Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots…

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  • Sensors Do Not A Smart City Make—Part 4

    By 

    In parts one , two and three of this blog series, we looked at the background of Smart City initiatives, how sensors and other devices can make life better for us all, and the role that citizens and employees—humans, in other words—have to play in making…

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  • When Elite Plumbers Wished They Had Workforce Management

    By 

    Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing…

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  • Senior Leadership Can Be Positive CX Role Models for the Workforce

    By  Verint Connect Member

    Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs…

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  • Ventana Research Requests Input for Customer Analytics Market Research

    By  Verint Connect Member

    Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center…

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