By Verint Connect Member
Recently an intimate group of Customer Experience leaders met in Phoenix to discuss the most current customer experience issues. Brought together by the Consero group, an organization that gathers executives for collaborative learning – I found it to…
By Mary Boozel
I’m happy with my phone company – no, really – I am. For anyone with kids, you’ve probably seen ‘Finding Nemo’ – perhaps many more times than you’ll ever admit to at happy hour. One of my favorite lines from the movie is when Marlin and Dory are searching…
By Verint Connect Member
It was a busy Saturday morning with a long list of errands. I had just dropped off the dogs at the vet and my next stop was the coffee shop, for a much-needed cup of coffee! As I was closing the car door, I noticed the seat belt was hanging way out. Quickly…
By Jerome Brown
Learn how to put the voice of the customer to work across your organization at a series of upcoming online events featuring Verint ® subject matter experts. Key themes will focus on the benefits of implementing a Voice of the Customer (VoC) program…
By Jerome Brown
Verint Systems Inc. ( NASDAQ: VRNT) recently announced the winners of its annual “Innovator of the Year” awards program. These awards recognize a select group of individuals for their outstanding performance in driving innovation across contact center…
By Jerome Brown
PEER 1 Hosting, one of the world’s leading IT hosting providers, has selected and implemented an enterprise feedback management (EFM) solution from Vovici , a Verint Company.
In a recent webinar with Insurance & Technology , Anthony O’Donnell, Executive Editor, observed that the insurance industry is going through a transition – from a policy or product-centric model to a customer centric model. Much of this move is caused…
By Verint Connect Member
Recently I attended the Forrester Customer Experience Forum 2012. This is the fourth year for this annual event and with the featured case studies, data, business models, and tools, it certainly didn’t disappoint.
By Verint Connect Member
Looking to understand the difference between unipolar and bipolar scales when creating surveys? Read this post to learn more.
By Verint Connect Member
When you begin setting up a Voice of the Customer (VoC) program for your organization, one of the most important steps is to find Executive Sponsorship. Without it, the program may have a difficult time succeeding – or worse, getting off the ground at…
By Jerome Brown
Study finds that organisations strive to better understand their customers, but nearly half of UK consumers believe they dont care or act on feedback shared LONDON, 08 November 2011 Most British consumers (89 percent) are likely to tell the organisations…
By Jerome Brown
More than 15% of contact centre workload is directly caused by issues in the back office issues like incomplete, incorrect, duplicate or late communication is driving customers to call or email. This may not be a surprise, but what are you doing about…
By Jerome Brown
Given current market pressures, companies are looking to maximise output (faster turnaround, better service, fewer errors) for equal or lower costs. Typically, the back office is home to the largest percentage of the workforce, 2 to 3 times larger than…
By Jerome Brown
It seems that rarely a day goes by without contact centres in the UK making headlines. Only this week, Britains biggest high street banks have once again been in the spotlight following suggestions they have been fobbing off legitimate customer grievances…
By Jerome Brown
We all know that negative customer feedback through social media has the potential to damage a brand’s reputation. That’s why it’s important for companies to listen to what their customers are saying, and to tackle issues before they blow up in to the…
By Verint Connect Member
These days everyone wants your opinion—or at least they all seem to be asking for it in some way, shape or form. Nearly all companies have come to realize the importance of measuring customer experience and satisfaction. Various means of collecting…
By Verint Connect Member
By Steve Rosier, Director of Analytics, EMEA, Verint Systems, Guest Contributor
By Verint Connect Member
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation, continues her Top 12 list of WFM ‘Sins’ with the mistakes that people make with managing Shift Patterns, when they are deploying WFM solutions. Shift Pattern Mistakes: They…
By Verint Connect Member
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation, highlights some of the most common – and most avoidable – mistakes that organisations can make when deploying WFM solutions. Workforce Management (WFM) is a powerful tool able…
By Jerome Brown
Built on Verint expertise from more than 80,000 DVR implementations, Nextiva EdgeVR provides the reliability, scalability, and flexibility that large-scale operations need. Uncover how Nextiva EdgeVR helps organizations ease migration to IP video operations…
By Jerome Brown
In a recent webinar with Insurance & Technology , Anthony O’Donnell, Executive Editor, observed that the insurance industry is going through a transition – from a policy or product-centric model to a customer centric model. Much of this move is caused…
By Jerome Brown
PEER 1 Hosting, one of the world’s leading IT hosting providers, has selected and implemented an enterprise feedback management (EFM) solution from Vovici , a Verint Company.
By Jerome Brown
Used by marketers to evaluate themselves and the environment in which they work, the SWOT analysis is a cornerstone of most marketing strategies. However if you were to ask customers to conduct a similar analysis, would their results match what their…
By Verint Connect Member
Imagine if you could gain visibility in to day-to-day operations the same way medical technology allows us to gain visibility into what is happening within each of us; take the kind of diagnostic and analysis tools used in medicine and apply them to our…
By Verint Connect Member
Most of us focus on the destination as the principal goal of everything we do. Whether it is a project at work or a vacation, we spend weeks or months happily visualizing the point at which we will have arrived, completing our journey. But as Homer (not…
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