By Verint Connect Member
As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27 th in Chicago. Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes. …
“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want…
By Verint Connect Member
Balancing information security with consumer demands for speed is an increasing and rather daunting challenge. While the need to provide fast service is real—and customer loyalty may depend on it—identity theft is on the rise and must be addressed.…
Most of us who have been in the workforce for a while have worked with a micro-manager. It’s not a comfortable situation. They mean well and are only trying to ensure the work gets done on time, accurately, and with little waste. However, their need…
By Verint Connect Member
Ventana Research is seeking Workforce Optimization professionals to participate in a market research study to create a detailed picture of the current state and future direction of workforce optimization (WFO) use in organizations, as well as best practices…
By David Moody
As I mentioned in a previous blog , I don't think I know of any government organization that hasn't established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana . The idea…
By Verint Connect Member
In part one of this two-part series , I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel…
The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs…
By Verint Connect Member
I was reading a Forrester Brief from Ian Jacobs 1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process. In the brief Ian wrote the…
By Brian Koma
If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched "Field of Dreams." Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will…
By Verint Connect Member
How and where do you engage with your customers online? The Social Funnel is a tool we use to help our customers understand how they should participate in social channels with their customers. It is the universe of all the different social channels…
Engage , Verint’s global customer conference, is approaching fast—and now is a great time to check out the agenda to see what’s being planned at this lively event. When the conference kicks off in Chicago on June 27, attendees will have the opportunity…
Engage: Asia Pacific Verint Customer Conference May 25-26; Sydney, Australia Verint executives and subject matter experts from around the world will be speaking on such topics as customer engagement optimization, customer analytics, fraud and identity…
By Verint Connect Member
Many organizations are recognizing that the very Workforce Optimization (WFO) solutions used in their contact centers for decades can now help their back offices. Insights gained can help them better understand, structure and leverage their back-office…
By Verint Connect Member
Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At…
By John Chmaj
Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural…
By Verint Connect Member
Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce…
By David Moody
Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity. Implemented incorrectly…
Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee…
By Verint Connect Member
The rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft. Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the…
By Verint Connect Member
Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be? Should we improve our classroom…
By Paul Stockford, Chief Analyst, Saddletree Research
It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. Although the back office was an entirely separate operation from the front office contact…
By Verint Connect Member
As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process. …
By Verint Connect Member
Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives. Social networks and online communities—the distinctions Social networks such as Facebook…
The increasingly competitive nature of the marketplace continues to make every customer interaction important. Loyalty is at stake—quite frankly, your competitors are after your customers. The good news is really caring about your customers and being…
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