No one will argue that change is hard. We can also all agree that to survive, we have to change and adapt. One healthcare insurer was struggling with balancing employee autonomy with cost and service efficiencies. This insurer had a number of policies…
By Verint Connect Member
There are numerous ways that customers can engage with organizations today, and the number of interaction channels will likely continue to grow over time. However, a challenge most organizations face regarding omni-channel is getting all their people…
A fairly recent phenomenon called "showrooming" offers opportunities and threats to today's retailers. Customer loyalty is at stake. While you may not yet know the term, you may have done it. If you have ever walked into a store, found something you…
Look for Verint at the following two events in late August, where company experts will present on key industry topics and themes: Five Secrets Every Organization Needs to Know About Customer Journeys and Engagement August 27; Webinar Verint’s Brian…
By Paul Stockford, Chief Analyst, Saddletree Research
Every once in a while something comes along in the contact center industry that makes you scratch your head and wonder why it took so long. Speech analytics comes to mind as a good example of this phenomenon. With tens of thousands of recorded customer…
By Verint Connect Member
We’ve all seen the flood of messaging that is talking about today’s customers. If you’ve been taking a really extended vacation and don’t know what I’m talking about, let me help get you up to speed. It sounds like this: Customers are constantly on the…
Some organizations truly understand the importance of employee engagement and demonstrate it with their actions. One of those is Verint customer CenturyLink, who recently spoke with 1to1 Media about how they are using Verint Speech Analytics as an element…
By John Wilhite - Application Learning Consultant
Are you using Verint Quality Monitoring (QM) as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that a post-call IVR survey is tied to a recorded call within QM? From your Workforce Optimization…
By Verint Connect Member
Verint customers: Did you know that the KANA, a Verint Company Customer Conference is taking place in San Francisco, California, September 21 - 24? Don't miss your chance to attend this interactive conference to learn more about how the combination of…
By Verint Connect Member
A colleague of mine has a pet peeve: customers who purchased a workforce management (WFM) solution years ago and have gradually stopped using it for schedule optimization. In his view, lots of companies today use WFM for schedule management, and not enough…
Verint is proud to announce that this week Greg Sherry, Vice President, Marketing, and Nancy Porte, Vice President, Global Customer Experience, were named as contact center thought leaders on Twitter in the International Customer Management Institute…
By Verint Connect Member
Homeland security initiatives are on the rise, thanks in large part to a growing concern over terrorist activity, according to a new report by Transparency Market Research . The global homeland security market was valued at more than $245 billion in…
By Verint Connect Member
With the recent acquisition of KANA Software , we’ve been talking quite a bit here at Verint about what it means to optimize customer engagement. Customer engagement is different than customer experience and shouldn’t be confused. There are many debates…
In a panel discussion at Verint’s Driving Innovation user conference, attendees discussed the challenges of having too much data. Managers and executives are often overwhelmed with the amount of data being generated by many new solutions, such as desktop…
More and more, customers are making it clear that many organizations are going to have to evolve—and this means breaking down silos—to provide the kind of customer experience that will keep them coming back. A lot still needs to change in order for…
By Verint Connect Member
Positive customer experiences don’t just happen—they take work. Moreover, customer expectations are through the roof. When their experiences are less than positive, the world often hears about it. Poor experiences have more significant consequences than…
By Verint Connect Member
I recently had lunch with a Verint customer who is a senior vice president of customer advocacy at a global software company. He outlined how delivering a superior customer experience should be at the heart of an enterprise strategy for growth and sustainable…
If you asked consumers what types of services or transactions they need a bank branch to provide, you’d receive a wide range of answers. The way that people bank today is very different than it was ten years ago, with greater use of next-generation ATMs…
Most organizations conduct a capacity planning exercise—whether it’s once a year, quarter or month. At a minimum they have three components: 1) a broad sweep estimate of the various types and volumes of work performed; 2) a calculation of the number of…
The need for agents to provide the best service possible continues to intensify in this day and age of choices and instant communication. How can organizations keep up? Traditional "side-by-side" monitoring has long involved a supervisor listening to…
By Verint Connect Member
I recently had the opportunity to spend a couple of days at the Professional Planning Forum’s (PPF) annual conference in Brighton. This year’s theme was “Bridging the Gap – People Build Success” and focused on the importance of engagement in order to…
By Verint Connect Member
Are you having difficulty formatting your surveys in Verint ® Enterprise Feedback Management TM (Version 7.1 and higher)? Are the font styles and sizes changing from question to question, or does something just not seem right? If the answer is yes to…
As organizations strive to make sound decisions to stay competitive, gaining helpful insights from data becomes more important than ever. How comfortable are you that your organization’s data can paint an accurate picture of what’s really happening? …
A new report published July 7 by the British Bankers Association and EY, “ The Way We Bank Now ,” shares how the ongoing digital banking transformation, growing consumer adoption of technology, and competition among banks is delivering significant improvements…
As with nearly every other industry recently, the healthcare industry faces some pressure to become more customer-centric. Health payers are increasingly being held to the customer experience standards of completely unrelated industries, thus creating…
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