In parallel with the explosive growth of smart phone sales and app development and usage, consumers continue to adopt digital channels at a record pace for their financial and other day-to-day needs. 1 As consumer behavior patterns shift, the more traditional…
By Verint Connect Member
Correctional facilities face unique challenges compared to other environments such as retail stores or major transportation hubs. Overcrowding, lack of resources, brutality and gang assaults can all present serious issues. Even false accusations can lead…
By Verint Connect Member
The Gartner 360 Summit kicked off this morning in San Diego, California, with the goal of sharing and collaborating on strategies and technologies that are enabling organizations to better understand and engage their customers.
By Verint Connect Member
By understanding and having actionable intelligence on work, people and processes, companies can make smarter decisions on how to optimize their resources and workloads to meet customer service goals. Following are six commonly overlooked opportunities…
By Verint Connect Member
Performance Management, the product and process of optimizing organizational workforce performance, first emerged during the “second generation” of workforce management (WFM) and has evolved significantly over the past decades. The first generations of…
The second full day of Driving Innovation 2013, the Verint global user conference, began with Verint CEO Dan Bodner presenting an overview of Verint to approximately 1,000 attendees.
By Verint Connect Member
Tune in to this August 6 webinar to find out!
By Verint Connect Member
Today marks Day 2 of our annual customer conference taking place this week in Baltimore, Md. At this year’s event, we’re delighted to be hosting a record number of attendees that have traveled from more than 15 countries.
By Verint Connect Member
Maximizing your investment never goes out of style. Customer experience and workforce optimization initiatives are no exception—employees need the right information at the right time to best serve their customers. Verint’s patent-pending Personalized…
By Verint Connect Member
During the week of October 7-11, Verint recognizes National Customer Service Week. With the theme “United through Service,” this week-long event is dedicated to acknowledging the importance of customer service and honoring the professionals on the frontlines…
By Verint Connect Member
Verint ● Driving Innovation ● Baltimore ● Day 3
Although we could debate whether the bank branch is dead (it’s not) or if changing patterns of consumer channel usage are impacting branch transactional volumes (they are), a more compelling question is, “How are banks applying their resources to improve…
By Verint Connect Member
In our first blog in this series , we explored how employee engagement impacts productivity, turnover, loyalty and retention. After that we reviewed the importance of understanding what your employees care about in the second blog . Another type of employee…
By Verint Connect Member
The payment card industry has spoken--change is coming. The Payment Card Industry Council recently released highlights for the proposed changes within version 3.0 of the PCI Data Security Standard (PCI DSS), pending further edits made from industry feedback…
By Verint Connect Member
Psychologists have long debated the nature versus nurture argument: Which of the two has the greater influence on who we become? Stated more simply, are we the product of our genetic code or our upbringing and environment? A related argument—certainly…
By Dan Wensel
The Impact 360 Workforce Optimization suite provides automatic, built-in health monitoring and backup tools to help protect your important data and operations. However, it’s still important to implement data backup strategies and establish a regular maintenance…
By Paul Stockford, Chief Analyst, Saddletree Research
Contact centers—like every other organization in the enterprise—are under pressure to control operating costs. This presents management with the classic dilemma of how to cut expenses without sacrificing customer satisfaction. The contact center annual…
By Verint Connect Member
How does employee engagement affect your organization? Have you thought about that? The answer is important—according to the Temkin Employee Engagement 2013 study , better performing companies have more engaged employees. Seventy-five percent of employees…
At the end of the day, it’s about keeping customers happy. “When products and services miss their delivery milestones, customers start to see red.” This is what Dr. Ken West, Ph.D., and COO of the National Business Research Institute (NBRI) indicated…
Aging doesn’t just affect people. Predictive Work Aging tracks the status of individual work items against service goals, predicting which items are or will be at risk of missing service goals. To effectively predict if items will meet service goals,…
By Paul Stockford, Chief Analyst, Saddletree Research
Each interaction represents an opportunity to strengthen or diminish the quality of the customer experience. Therefore, it’s critical that organizations leverage resources available to them to drive more positive interactions. Put Technology to Work…
By Verint Connect Member
A slightly more sophisticated form of the Willingness to Pay question (“How much would you be willing to pay for this?”) is the Van Westendorp PSM (Price Sensitivity Meter), which is a battery of four questions. After being presented a description of…
By Verint Connect Member
The gap model (also known as the "5 gaps model") of service quality is an important customer-satisfaction framework. In " A conceptual model of service quality and its implications for future research " ( The Journal of Marketing , 1985), A. Parasuraman…
By Verint Connect Member
If there is one thing I dislike, it is giving people advice about scales. As Brian Koma, our vice president of marketing puts it, "People will defend which scale they use like they're fighting a holy war." So here's some advice on why the three-point…
By Verint Connect Member
Sometimes I hear clients use the words ranking and rating interchangeably, even though there is a distinction. The difference is simple: a rating question asks you to compare different items using a common scale (e.g., "Please rate each of the following…
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