By Verint Connect Member
Maybe it’s because I was just listening to the rock band The Who on the treadmill the other day, singing “In the woods, or in the city, it’s all the same to me when I am mobile…” but doesn’t everyone, every business and every organization have to consider…
By Verint Connect Member
So its dinnertime in October on an election year – cue the phone calls from a political party with a computer-assisted telephone interview (CATI). I live in Virginia, often a battleground state during elections, and this year the pollsters are at it with…
By Verint Connect Member
You have the panel management basics in place (a central email list for surveys; an ability to unsubscribe from the panel; and a record of panelist’ survey activity). You understand five panel management mistakes to avoid. You are ready to start experiencing…
By Verint Connect Member
One way organizations are aiming to make a positive impact on their customer’s experience is by creating new, more interactive and engaging surveys and questionnaires. Improving the experience your customers have with the feedback instruments you employ…
By Verint Connect Member
One of the best aspects of my role as a sales engineer is encountering all the different organizations and business professionals who discuss their survey research projects with me. We often begin our discussions with thoughts on how to best gather the…
By Verint Connect Member
I often get a lot of questions about what is the right length for a survey and whether survey fatigue has an impact on response rates and data validity. These are valid concerns. As I mentioned in a recent post, I was surprisingly disappointed by a…
By Jerome Brown
Research and Consulting Firms Cite Verint as “Hot Vendor” and WFO Market Share Leader in Multiple Segments. Top Product and Innovation Awards Reinforce our vision and commitment to enterprise WFO and Voice of the Customer solutions. Read more
By Verint Connect Member
Many organizations don’t realize it, but they have a potential gold mine of customer feedback at their fingertips. The sheer volume of data and the manual processes required to extract it has prevented them from uncovering this useful information. But…
By Jerome Brown
By Anne Patton, Sr. Director, Corporate Communications, Verint Systems This morning at Driving Innovation 2013, Verint welcomed guest keynote speaker, industry analyst and author Harley Manning. As VP and research director at Forrester, Manning took…
By Verint Connect Member
These days the Big Data buzz is growing louder, rapidly becoming a topic that organizations need to address. The volume of customer data has become so large—and is growing at such a fast rate—that “business as usual” can’t keep up anymore. It’s easier…
By Verint Connect Member
This week I had the pleasure of hosting a webinar presented by Harley Manning, Vice President and Research Director, Forrester Research. Harley leads Forrester’s team of analysts who cover topics ranging from strategy and design to metrics. He is also…
By Jerome Brown
In September 2012, consumer giant ‘Which?’ found not one of the major high-street banks scored even an average customer satisfaction rating, despite holding more than 80% of the current account market. Simultaneously the Financial Services Authority published…
A company is only as good as its people. And we at Verint believe we have the best in their fields. Visit this blog to learn about the experts who are helping organizations achieve their cost, service and quality goals. Steve, you are Practice Director…
Oh, how times (and expectations) have changed. It used to be that to measure productivity an operations manager just needed to be able to track throughput at a department level (and possibly at an individual employee level). Not anymore. In today’s…
A recent LinkedIn post," Operational Excellence is ...?" asked group members to define operational excellence in three words. It was very interesting to see the variety of responses. A quick, non-scientific tally of responses shows that out of the first…
By Jerome Brown
By Oscar Alban, Principal Market Consultant, Verint Systems, Guest Contributor In the first part of this blog we discussed the importance of including the voice of your customers (VOC) in the quality monitoring (QM) process. Here we are going to discuss…
By Jerome Brown
Tuesday, January 29 11:00 a.m. - 12:00 p.m. PT / 2:00 p.m. - 3:00 p.m. ET
By Verint Connect Member
I was sitting back these past two weekends with my 11 year-old son watching a great product – the NFL playoffs. For those of you who watch professional football, these past weekends have been some of the most exciting in years. There have been heroics…
By Verint Connect Member
Today’s organizations are faced with a changing economic environment as well as new government regulations and a business climate that is ever-evolving. While customers continue to expand the ways they interact with organizations, even as things seem…
By Verint Connect Member
Over surveying is a leading cause of declining response rates. Yet, today’s consumers are inundated with requests for feedback through email, texts, IVR, SMS and social media. During a recent webinar Mike Clarkin, Global Vice President of Strategy and…
By Jerome Brown
Verint today announced results from a new customer satisfaction survey of more than 7,000 consumers throughout the United States, United Kingdom, France, Germany, Poland and Russia. The research explores consumers’ attitudes on services provided by organizations…
By Verint Connect Member
Survey fatigue may be a symptom of a larger condition—feedback fatigue. While surveys are the foundation of most Voice of the Customer programs, other methods for gathering customer feedback include online product reviews, IVR surveys, focus groups, and…
By Verint Connect Member
While attending the 2012 International Customer Service Association annual conference in Richmond, Virginia, I caught up with Michel Falcon , Customer Experience Coordinator for 1-800-GOT-JUNK? Michel presented a session entitled, “ Customer Experience…
By Jerome Brown
A panel is a group of people with relevant backgrounds who agree to participate in surveys. Businesses organize panels for various groups of stakeholders such as customers, employees, resellers, partners, prospects, etc. Because panelists agree in advance…
By Verint Connect Member
The question “What makes a good leader?” was one of the important questions brought up recently at a gathering of customer experience leaders at the Consero 2012 Customer Experience Forum. Lieutenant General Van Antwerp, Chief of Infrastructure and Executive…
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