To effectively develop an agile workforce, enterprises need to find ways to level the playing field so employees from different work areas can be equitably measured against goals. As we discussed in the first blog , creating such a workforce has two…
IBM coined the term “adaptive or agile workforce” to describe a workforce that can swiftly adapt to the changing needs of customers, employees, and the marketplace. In practical terms, such a workforce is cross-trained to move between departments when…
By Verint Connect Member
The popularity of the “smart city” is growing worldwide and not expected to slow down any time soon. In fact, research firm Frost and Sullivan recently estimated the smart city market could reach $3.3 trillion by 2025—welcome news for those involved in…
By Daniel Ziv
Excerpt from MediaPost: For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors. Keeping…
By Verint Connect Member
Under the pressures of healthcare reform, the multifaceted world of healthcare insurers is more complex than ever. Adding to that, the Affordable Care Act (ACA) has instituted both significant new opportunities and considerable business challenges for…
By Rik Turner, Senior Analyst, Financial Services Technology, Ovum
In the wake of the global financial crisis, legislators across the globe, and particularly those in the worst affected English-speaking countries, have been working to minimize the chances of it ever happening again. The perception, among lawmakers…
In general, no one likes a complainer. Complainers are cast as the antagonists in customer service scenarios. These are the customers that you politely diffuse and move to the next interaction. Their issues and concerns can vary considerably, from the…
By Verint Connect Member
Today’s comprehensive range of video surveillance options provides customers with higher detailed video, covering more locations and for more hours of the day than ever before. In fact, a customer could have cameras capturing every square inch of a facility…
By Paul Stockford, Chief Analyst, Saddletree Research
What are the top issues on the minds of call center managers and executives? The National Association of Call Centers (NACC), a 503(c)(6) not-for-profit research function and industry membership organization based at The University of Southern Mississippi…
By Verint Connect Member
Verint Enterprise Feedback Management (EFM) supports a variety of survey question types, including matrix questions. These two-dimensional versions of the multiple choice format are arranged like a table, with questions listed on the left and answer choices…
By Jerry Silva - Global Banking Research Director, IDC
Recently, while contemplating the latest thinking around the future of the bank branch, my mind went off on a small tangent as I realized that I'm lucky enough to have lived in Boston through the most exciting of times for a pro football fan…the Bill…
By Verint Connect Member
In part one of this blog series , we reviewed traditional quality monitoring (QM) and its shortcomings. We also explored how speech and text analytics can help improve the historical approach to QM by enabling the identification and categorization of…
By Verint Connect Member
A stock portfolio of customer experience leaders had a cumulative gain of 22.5 percent (2007 to 2011) compared to a -1.3% decrease for the S&P 500 Index according to the February 2013 Forrester Research, Inc. report, “Why Customer Experience, Why Now…
By Verint Connect Member
Did you feel the ground just shake? Seismic shifts don’t happen that often in contact center land. But, gasp, quality monitoring (QM) is changing.
By Verint Connect Member
Yesterday I listened to a presentation from Professor Stuart Firestein on TED . He talked about the pursuit of ignorance. He used a great metaphor; knowledge is like ever expanding ripples on a pond, but our ignorance (the circumference of that knowledge…
By Verint Connect Member
Today’s financial institutions face a growing threat of bank and ATM robberies, skimming scams, credit and debit card fraud, and more. Fraud alone costs banks millions of dollars each year, damages their credibility, and increases risk and liability.…
By Verint Connect Member
A lot of people ask me what makes a successful Customer Experience program. I can answer this question in many ways, but they all start with one thing: measuring the customer’s perception. Because the customer experience is the sum total of all interactions…
When you think of the banking sector you would be forgiven for not thinking of pioneering strategies to increase customer satisfaction and quick, effective complaint handling. It would appear you’re not alone. Which? found in a recent report that of the…
By Verint Connect Member
“ More than three-fourths (76 percent) of P&C insurers’ chief claim officers rank workforce management as their top claim-related challenge ,” according to the P&C Claim Officer Survey conducted by Towers Watson in September 2013. The survey cites the…
By Verint Connect Member
Having previously worked in a high street bank for 20 years+ it should not surprise me how they can get things so fundamentally right and fundamentally wrong all at the same time. I recently applied to my bank for a new mortgage. I already had a mortgage…
This week, Verint announced the signing of a definitive agreement to acquire Victrio. Located in the heart of Silicon Valley, in Menlo Park, California, Victrio is an innovator in fraud prevention and identity authentication solutions. A leader in its…
“We don’t know what we don’t know.” Ever been in that situation, when you feel something’s just not right but you can’t put your finger on it? That’s what the VP of an investment management firm felt when he was tasked with “improving operational efficiencies…
By Verint Connect Member
Analog video has performed well in the retail environment for many years, foiling shoplifters, identifying employee theft and generally helping to minimize the effects of shrink on the bottom line. Cost concerns and a history of on-the-job success might…
The Chinese philosopher Lao Tzu stated “The journey of a thousand miles begins with one step.” This begs the question: what matters most—the journey or the destination? The answer depends on the situation. When customer satisfaction is the benchmark,…
By Verint Connect Member
Was it ever in doubt? Well, I guess that depends on your perspective but now that England has booked their place to Rio what plans will you be making? If you haven’t already confirmed your plans to go you will want to hurry up – I heard on the radio today…
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