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.
By Jerome Brown
On the last night of Driving Innovation each year, we host a customer appreciation party for our wonderful attendees. This year since we are in New Orleans, it seemed fitting that we have a parade down Canal Street in grand Mardi Gras style. We had revelers…
By Jerome Brown
Verint announces a five-city, Nextiva Certification Roadshow, part of the Verint University learning program. Verint will be bringing our trainers to various cities in order to help partners obtain the knowledge and certification needed to install, configure…
By Jerome Brown
What can you do in 6 hours with 200 people? Build a playground of course! On Monday February 6th a group of Verint employee volunteers, New Orleans community volunteers and Langston Hughes Academy volunteers banded together to build a wonderful new playground…
By Jerome Brown
Verint launches a new offering within the Verint learning management system for its Nextiva IP video solutions portfolio. Part of Verint University, the Verint Learning Center is a dedicated platform that provides customers and partners access to a rich…
By Jerome Brown
Verint Systems recently announced a series of enhancements to its Voice of the Customer Analytics portfolio. Among the advancements to its Vovici Enterprise Feedback Management (EFM) software is the all-new “Insights” module, which introduces embedded…
By Jerome Brown
May 30, 2012 | 9:00 a.m. — 10:00 a.m. PT / 12:00 p.m. — 1:00 p.m. ET Designed with superior technology, Nextiva Video Business Intelligence (VBI) helps forward-thinking retailers capture and analyze shopper movement patterns. Leveraging this data, retailers…
By Jerome Brown
American Home Mortgage Servicing Inc. (AHMSI)—the 13th largest mortgage servicer in the country—is implementing Verint Systems’ Impact 360 Quality Monitoring software across the company’s Coppell, Texas and Jacksonville, Florida customer service centers…
By Verint Connect Member
As a retail customer, it’s one thing to appreciate a brand. It’s another thing entirely to experience that brand deeply – beyond the tangible aspects of the products purchased.
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