By Paul Stockford, Chief Analyst, Saddletree Research
The Verint-KANA combination provides the technology foundation for customer engagement optimization — the next evolution toward creating a truly customer-centric enterprise. The first step was customer service management in the 1980s followed by customer…
Banks are responding to the decrease in consumer branch visits by evolving their operating models from having separate tellers and sales employees to “universal” employees. In some cases, they have modified their traditional layouts to have a single queue…
Too often the evaluation of employee performance is performed in silos, focused on the particular department’s goals, rather than the overall organization’s goals. In the Corporate Executive Board (CEB) blog post, “ 5 Reasons Your Performance Management…
By Verint Connect Member
I recently attended the annual SWPP Conference in Nashville, Tennessee for the first time. It felt like it was finally time for me to head down and see how much the conference was expanding beyond pure contact center and into the back office and the rest…
By Verint Connect Member
Desktop Analytics (DA) is a relatively new solution that has great potential to deliver value and benefits to contact centers, branches and back-office operating departments by providing transparency into everything that employees do at their desktops…
By Lisa Pleman
Are you an administrator using Verint Enterprise Workforce Management as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that there are two new scheduling usage settings, Resource Constraint…
By Verint Connect Member
Kicking off the 2014 CXPA Insight Exchange in Atlanta, Georgia today is Jeb Dasteel, Senior Vice President and Chief Customer Officer for Oracle. In his introduction, he was described as a shining example of “someone taking the customer experience to…
One of the best advantages of attending Verint’s Driving Innovation global user conference is the wide range of available breakout sessions, with many tracks to choose from , depending on what interests you and your organization’s needs: Customer…
Most organizations, regardless of their industry, would likely assert that customer experience is important. However, investing in technology to help achieve that goal—or even prioritizing internal customer experience programs and initiatives—can be challenging…
By Verint Connect Member
Verint and KANA are engaging in their first joint industry conference presence in North America today during the Contact Center Expo & Conference at the San Diego Convention Center in San Diego, California. The Contact Center Expo is a leading global…
BBC News recently reported that Barclays Bank are to start trialling customers paying in (depositing) cheques using their smartphones, as bank customers in the U.S. have done for some time. The article also reports that ‘In 2012, 10% of all payments by…
A contribution index is a way of measuring employee performance on an elevated scale, one that rolls up individual metrics into high-level categories of performance that are the same for the entire enterprise. These categories are typically tied to the…
By Verint Connect Member
Verint and KANA recently joined forces at the Gartner Customer Strategies & Technologies Summit in London, United Kingdom, continuing our launch to define a new Customer Engagement Optimization market, while also highlighting the combined strength and…
Today Verint announced its participation in several global conferences in May:
Verint’s Nancy Porte, Vice President, Global Customer Experience, recently wrote an article for Loyalty 360™ describing best practices and recommendations for effectively leading the customer experience efforts in an organization that wants to focus on…
By Verint Connect Member
The “Q” in QM stands for “quality,” but the definition of quality has evolved over the years. Some people look at the Q in terms of Quality Assurance, or sometimes Management, rather than the traditional “Monitoring.” Despite the changes in vernacular…
By Jerry Silva - Global Banking Research Director, IDC
If you think your institution hasn't been victimized by fraud attacks on the contact center, look again. It's a decent bet that it is happening and you just haven't identified it as an issue.
By Verint Connect Member
The use of wearables—miniature electronic devices that are worn on your person—has become increasingly popular, interweaving technology into everyday life like never before. One popular type of wearable is a bracelet used for monitoring fitness activities…
The Information Technology department of a large, southern state Department of Criminal Justice had one primary goal: to improve the performance of their homegrown parole administration system (PAS). Core to the operations of the agency’s parole division…
By Verint Connect Member
First contact resolution (FCR) is often referred to as the “holy grail” metric for contact centers, from which flows the goodness of reduced contact volume, improved customer loyalty and a greater share of the customer wallet. So, it’s not surprising…
We would like to congratulate our own Nancy Porte, Vice President, Global Customer Experience, for being named in the “ 2014 Top 50 Most Active Influencers in #CX – Customer Experience ” by MindTouch for the second year in a row! Nancy has made a long…
By Verint Connect Member
In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be…
Has someone within your organization used software from Verint to increase customer satisfaction and retention, build customer loyalty, reduce costs, drive revenue, improve operational efficiencies, or heighten employee morale? Why not nominate them for…
By DShelley
Did you know that you can change the title of a survey created in Verint Enterprise Feedback Management (Version 7.1 and higher) without impacting the title displayed to your participants? This can be handy for labeling surveys in a meaningful way for…
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