By Verint Connect Member
Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to…
By Verint Connect Member
More digital and automation is what consumers want, right? Well not so fast. Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation…
CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees…
One complaint we hear often in the age of Big Data is that we now have too much data. You may ask: How do I dig through all the noise and find the data that truly helps me measure and manage my operations? Here are five steps to break through the noise…
By Verint Connect Member
Have you filled a prescription at a pharmacy or through mail-order recently? It’s a process that seems simple enough. However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires…
By Brian Koma
October 27 th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experience program. The latter is an especially powerful indicator of customer…
By Verint Connect Member
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational…
By Verint Connect Member
In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and customer satisfaction should not be sacrificed for time savings…
By Iain Daws
As we swing into the autumn/fall in the northern hemisphere, I have some upcoming events and activities that I hope you will find interesting and thought-provoking. Let’s start with something a bit out-of-the-ordinary. Verint will be participating…
Not surprisingly, governments today are challenged with juggling resources and demand. As you may have read in part one of this blog series , Contact Solutions recently commissioned the Governing Institute and the Center for Digital Government to survey…
Governments around the world are increasingly realizing the impact outdated technology and poor processes can have on citizen engagement and operational burdens.
By Verint Connect Member
Never before has the voice of the customer been more important—and surveys are at the core of our feedback efforts. They provide a great opportunity to discover what our customers think of what we do—and what their expectations are. Surveys offer the…
By Verint Connect Member
As you may have read in part one of this blog series , one of the primary objectives of the Customer Response Summit in Austin, Texas last month was to “identify best practices and discuss innovative ideas on how to serve customers through emerging channels…
By Verint Connect Member
As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of…
By Verint Connect Member
We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is already here and if you haven’t prepared your staff, then you will be left…
CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver…
By Verint Connect Member
Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough…
By Verint Connect Member
Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for…
By Brian Koma
When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within…
By Verint Connect Member
Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the conference was to “identify best practices and discuss innovative…
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