It’s December, that magical time of year where we celebrate the holidays and close out the year. Yet the magic doesn’t happen by itself. It requires many stressful late nights of planning, preparing and doing. Typically someone has a master plan, and…
By Verint Connect Member
At its core, Intraday Workload Management is the monitoring of work items on a real or near real time basis to track the achievement of service goals through its most direct proxy – the number of items still left to be completed. While a relatively simple…
A leading banking and financial services firm had created a centralized document imaging and archival service for all of its consumer loan groups. The group was much sought after and experienced tremendous growth. However, this growth brought a host of…
A well-known supplemental insurance provider wanted to tackle the problem of inconsistent service quality. Their Global Risk Management Team was charged with improving operational efficiency and performance management across the customer service organization…
Brian, most people who are looking at process design are viewing it from the macro level. You get into the weeds of process steps at the task and application level. What would you say is the most common misunderstanding of the macro-level process designers…
Realizing Outcomes and Protecting Your Investment in WFO Workforce Optimization (WFO) is generally used in the software industry to describe tools that improve employee efficiency and simplify tasks and processes and facilitate the art of business management…
Let’s call our customer Joe. Five years ago Joe was hired as a reporting analyst for a newly formed support function at a large bank. On his first day he asked to see the reports they had—there were none. What followed was a five-year journey that started…
Nicole, you have been at the forefront of the migration of workforce optimization solutions into the back office. What would you say are the biggest success factors in a back-office workforce optimization (WFO) initiative? If I had to provide the short…
By Verint Connect Member
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
Here are some criteria that can help you evaluate your needs, align them with specific WFM products and feature sets, and make an informed choice. Read more
By Verint Connect Member
Rarely a day goes by without a survey or retail expert discussing the increase in customer shopping online. The latest example of this comes from eDigital Research , who have found that ecommerce sites are outperforming the rest of the online industry…
Conventional wisdom implies that technology is changing the way a bank branch operates. As a result, we often hear that the bank branch is dead due to the rise in online, ATM-based and mobile banking. Yet, there are still conflicting claims through industry…
By Verint Connect Member
Social media strategy was the lead discussion topic at this year’s NMA live event, with representatives from the likes of O2, BBC and Facebook all providing their thoughts on implementing an effective business social media strategy. O2’s head of social…
By Verint Connect Member
Verint Systems Inc. (NASDAQ: VRNT) today announced the signing of a definitive agreement to acquire, upon closing, Global Management Technologies Corporation (GMT ), an Atlanta-based leading provider of workforce management (WFM) solutions. GMT’s software…
By Verint Connect Member
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 Verint Connect Member
Many people have championed social media as the antidote for customer service issues. Whether it is the option of ‘real time’ customer interaction or simply the ability to communicate on a more direct level, social media offers the potential to cure many…
By Verint Connect Member
Claire Richardson, Verint Systems EMEA’s Director of Workforce Optimisation, concludes her Top 12 list of WFM ‘Sins’ with the mistakes that Planning Teams make when they are deploying WFM solutions. Planning Team Mistakes: They let the planners drive…
By Verint Connect Member
Take a look at this article by our very own Bill Durr, Principal Global Solutions Consultant at Verint. Bill’s always believed that contact centres—like living organisms—grow and evolve over time. Through the years, he’s identified a four-step evolution…
By Verint Connect Member
Social media has fast become the new medium of complaint as consumers vent their frustrations via means inherently designed to give the world a voice. Customers are taking their frustrations to sites like Twitter, Facebook and YouTube, in the knowledge…
By Verint Connect Member
Verint Systems Inc. (NASDAQ: VRNT) today announced the availability of its fully web-enabled Enterprise Workforce Management (WFM) solution and expanded vision for what an enterprise-wide approach to WFM can bring to organizations of all sizes. This announcement…
By Verint Connect Member
The big data issue is one that is still challenging many CIOs today. The bulk of the discussion has focused on the ability to process massive amounts of structured data can help businesses make better decisions. This is undoubtedly true, but I think the…
By Verint Connect Member
Study finds that organisations strive to better understand their customers, but nearly half of UK consumers believe they don’t care or act on feedback shared LONDON, 08 November 2011 — Most British consumers (89 percent) are likely to tell the organisations…
By Verint Connect Member
Over the next few weeks we’re launching a major piece of research we’ve carried out in the UK, France, Germany and Spain, in which we try to find out just how wide the gulf between organisations and their customers really is. We’ve carried out surveys…
By Verint Connect Member
Yet more evidence that brands aren’t getting their social media strategy right emerged recently, with a survey by TNS highlighting the reluctance of customers to be marketed to by brands, through social media. According to the survey of 72,000 internet…
By Verint Connect Member
As this year begins to reach its conclusion, many businesses are starting to asses what’s gone right and what’s gone wrong in 2011. However, you only have to look back to earlier this week to find how bad service can do real harm to companies. Just like…
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