By Verint Connect Member
As the guardians of so much wealth, financial institutions have always been a target for thieves, fraudsters and others trying to make a quick buck. Today’s smaller banks as well as large conglomerates are collecting, safeguarding and processing funds…
Today customers have more ways than ever to engage with and obtain products and services. Disruptive competitive forces dictate that only the operationally excellent survive, requiring businesses to map out their customer’s journey and maximize the customer…
By Verint Connect Member
By their nature, corrections facilities are in the security business. Video surveillance works every day in jails and prisons across the country contributing to the safety and effectiveness of operations. Let's look at five major challenges in the corrections…
By Verint Connect Member
People-counting technology has long been used at airports, event venues, retail stores and more. But traditional people-counting systems come with numerous limitations, leading many end-users to look for a solution that goes beyond 1-2-3. Most people…
By Verint Connect Member
Although people may not think about it often, most would probably agree that the energy infrastructure is fundamental to their lives. It fuels the economy and keeps life moving forward. Therefore, the energy infrastructure is uniquely critical—which is…
By Verint Connect Member
Back in April, Verint announced our integrated audio and video intelligence platform that provides command, control and communications centers, as well as public safety answering points (PSAPs), with a unified application interface to investigate incidents…
By Verint Connect Member
Verint is pleased to announce that it continues to be recognized for its market leadership around the world. Global industry analyst and consultancy firm Frost & Sullivan recently named Verint its 2013 Asia Pacific Contact Center Applications Vendor of…
Two Verint subject matter experts—Brian Koma, vice president, research, enterprise feedback management practice leader, and Harish Kelath, practice director, back office WFO, Asia Pacific—presented at last week’s Insurance China 2013 in Shanghai.
If you’re in a highly regulated industry such as retail financial services, you’re no stranger to the sometimes overwhelming compliance requirements that apply to your customer interactions. To minimize risk and avoid financial penalties, following…
By Verint Connect Member
While organizations are developing Customer Experience and Voice of the Customer (VoC) initiatives to handle social care transactions, it’s also worth planning for “socially proactive” actions within the care strategy that can truly “wow” customers and…
As new technology becomes available that can increase automation and self-service for retail branch consumers, banks should rush to roll it out . . . right? Actually, it’s a harder decision than you might think. Cost is one significant consideration…
By Verint Connect Member
Remember Smokey the Bear? This mascot of the United States Forest Service educates the public about the dangers of forest fires. His memorable slogan is, “Only YOU Can Prevent Forest Fires!” Similarly, when dealing with customer experience management…
By Verint Connect Member
Part one and part two of this three-part series provided a view into how Asia Pacific consumers feel about the customer service they receive. To recap the Verint-sponsored APAC Consumer Insights study by Ipsos, we found that: Service is not living…
By Verint Connect Member
Contact center agents know more about what is happening in a company than almost any other employees in the organization, since customers are not shy about sharing their thoughts and opinions when they call. Unfortunately, few contact centers have a formal…
By Verint Connect Member
In part one of this blog series, I mentioned that in every industry, more than half of the Asia Pacific (APAC) consumers have had a poor customer service experience, ranging from 51 percent in financial services to 64 percent in telecommunications. On…
By Verint Connect Member
See the new Infographic built from results of the 2013 Ipsos Customer Insights survey. Click here . Today’s online, interconnected global world is different from the one our parents and grandparents lived in. Mobile networks, 3G/LTE and broadband…
By Paul Stockford, Chief Analyst, Saddletree Research
If there is such a thing as a contact center asset that has been under-utilized in the past, I believe it is the agent or other contact center employee. I don’t mean to imply that contact center personnel don’t work hard enough because I think most readers…
By Verint Connect Member
What do you call it when employees feel passionate about their jobs, are committed to their organizations, and willing to go above and beyond? No, this isn’t a riddle—we call it employee engagement . They may help others with heavy workloads, volunteer…
By Verint Connect Member
While at dinner recently, I found myself in a conversation about quality with a regional Postmaster for the US Postal Service (USPS). I had always thought a contact center’s approach to quality—or the back office of a private company—would be vastly different…
By Paul Stockford, Chief Analyst, Saddletree Research
Since 2005 Pelorus Associates has tracked world market shares for contact center recording systems and workforce management solutions. In our most recently published report titled 2013 World Contact Center Interaction Recording Systems Market , Verint…
By Jerome Brown
A leading pharmaceutical services provider to long-term care facilities is implementing Verint’s Impact 360 for Back-Office Operations to enhance efficiency in its pharmacy operations. The organization will use Impact 360 to gain insight into the effectiveness…
By Verint Connect Member
Mardi Gras in June: Ideas, Innovation and Interaction in New Orleans I was pleased and honored to be invited to Verint’s user group event, Driving Innovation , last week in New Orleans. I was in good company as top Verint executives were joined by somewhere…
By Verint Connect Member
As my wife will attest, I just love the “ Journey moment ” commercial State Farm has been running for a little while now. If you haven’t seen it, a customer and his insurance agent are bantering back and forth and find themselves using lyrics from a song…
By Verint Connect Member
To see how opinions vary between different groups in your survey audiences, it is important to be able to compare and cross-tabulate sub-groups. To do this, you should use demographic and firmographic questions to profile respondents and their organizations…
By Jerome Brown
More than 800 attendees and presenters from all over the world recently helped make Driving Innovation TM 2012, the Verint Systems global user conference, a resounding success.
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