By Verint Connect Member
How many clichés do we hear on a daily basis? In the business world, quite a few are trotted out. However, the thing about clichés is that there is always some grain of truth hidden in them. Two that I find particularly relevant to me are, “If you don…
By Verint Connect Member
The year is off to an exciting start, with this past week marking some particularly significant milestones. February 1 The beginning of February marks the start of the Verint ® fiscal year. But in 2014, it carries dual significance—that being Verint…
By Paul Stockford, Chief Analyst, Saddletree Research
Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually join other dissatisfied…
By Verint Connect Member
Although the big stories leading up to last weekend’s Super Bowl often centered on game-day strategy, potentially freezing temperatures and the possibility of snow, a lesser-known story was brewing for several months. The challenge was how to effectively…
By Verint Connect Member
As we discussed in Part 1 of this series , the New Year is a great time to review your customer experience efforts—to see what’s worked, what didn’t, and plan ahead for the future. Making the move forward from simple listening to an optimized customer…
Today Verint announced its participation in several global conferences and webcast events in February: Customer Response Summit February 4; San Diego, California Verint’s Greg Sherry, vice president of marketing, and one of America’s oldest and…
Debates will continue on the role of the financial institution branch, whether or not consumers need them, and how many—if any—each market should have. While the use of digital banking channels continues to grow, some leading banks are designing and…
Don’t forget that early-bird registration for Driving Innovatio n , t he Verint Systems Global User Conference, ends this Friday, January 31. This year’s conference will be held in Orlando on June 9 – 12, at the Hilton Orlando Lake Buena Vista—and, if…
By Verint Connect Member
I came across an old article the other day—the author said there were five Cs to consider in attempting to motivate employees: Culture: An overriding factor for motivation that is driven by things such as management style, processes and procedures.…
By Verint Connect Member
Truly, this is my favorite time of the year. No, not because the winter is finally here in full force, please! Snow storms, cancelled school, and frenzied people on the roads do not get me excited. But the chance to review my customer experience efforts…
By Verint Connect Member
Nothing can tell you more about your business than the voice of your customers. For example, did you realize that a contact center with 200 agents produces approximately 10,000 hours of voice interactions with customers per week? These interactions contain…
By Verint Connect Member
In part 1 and part 2 of this series, we discussed the challenges and opportunities of the Affordable Care Act (ACA), as well as the importance of listening—carefully—to healthcare plan members. While driving numerous specific changes that have already…
By Verint Connect Member
Did you know that you can add speech-alerting rules to your categories and term trends within Impact 360 Workforce Optimization on version 11.1 and higher? This way you can be alerted to speech activity even when you aren’t logged in to speech analytics…
Are you interested in presenting during a breakout session at Driving Innovation, the Verint Systems Global User Conference? This year’s conference will be held in Orlando on June 9 – 12, and Verint is seeking customers and partners who would like to…
Few institutions truly understand the impact of back-office operations on customer experience. Fortunately, some of them do. The VP of Workforce Management for the Education Financing Division of a large financial services firm realized that to improve…
By Verint Connect Member
The Customer Experience Professionals Association (CXPA) has announced a new professional certification program, called the Certified Customer Experience Professional (CCXP), launching the first quarter of 2014. It is an important milestone for the profession…
Ryan Hollenbeck, Senior Vice President, Global Marketing, Verint, and James Norwood, Chief Marketing Officer, KANA Software This week, Verint ® entered into a definitive agreement to acquire KANA Software . Located in Silicon Valley in Sunnyvale, California…
By Verint Connect Member
With the holiday shopping rush behind us, it is more important than ever to take a look at margins, profits and customer loyalty. To continue to stay ahead in the market, retailers must differentiate themselves from the competition—especially from online…
Ever walk into an empty bank branch on Wednesday at 10:30 a.m. and find three rather bored tellers? Or, have you ever worked in an accounting or reconcilement department and been swamped at month’s end, but slightly tempted to play solitaire on the third…
By Verint Connect Member
Excerpt from loyalty360.org: ‘Tis the season of giving! While it may not fit nicely into a box with a big red bow, the best present a business can give is to provide the products and services that customers need–delivered and packaged in the way they…
At Verint, we appreciate our customers and partners and wish everyone safe and restful holidays. We look forward to a great 2014!
By Verint Connect Member
Big data’s growth has encouraged demand for high-definition surveillance. According to a recent report from market research firm IHS, the growth of big data within the video surveillance market is leading a growing demand for high-definition (HD) video…
By Verint Connect Member
Just like the 1932 novel Brave New World and other futuristic stories which offer entertaining—sometimes even unsettling—looks into the future, today it seems we truly are living in a new, and increasingly digital, world. A world where consumers are constantly…
By Verint Connect Member
As the industry’s long-promised “tipping point” from analog to IP approaches – some experts would say it has passed – analog camera sales are still surprisingly high. Understandably so. Many users have invested significantly in their analog infrastructure…
More than ever, today’s busy workforce requires flexibility and access from just about anywhere, anytime. To help meet these needs, Verint has launched Impact 360 ® Mobile™, a native mobile application that introduces additional workforce optimization…
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