By Verint Connect Member
You’ve heard your employees complain about having to constantly cut and paste data from one application to another. You know there’s an issue, but have you been able to truly quantify it? Do you understand exactly how it affects productivity, processes…
By Ron Epstein
“Really great people make you feel that you, too, can become great.” -- Mark Twain, Author and Humorist High labor costs, work volumes, inconsistent work quality, missed deadlines, customer satisfaction issues, employee quality, training and satisfaction…
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. Bill, you are recognized as a…
The Department of Health and Social Services (DHSS) in one state was struggling with severe service issues: 70% of incoming calls at the beginning of the month (their peak time period) were getting disconnected because workers were not available …
By Verint Connect Member
As stated in the “ What is a WFO Center of Excellence ” blog, a suite of Workforce Optimization (WFO) software solutions enables organizations to improve employee efficiency, simplify tasks and processes, while facilitating the art of business management…
Two years ago a large banking and insurance provider consolidated a number of functions into one customer support group in order to better manage these functions and align them with the voice of the customer. When they were assessing each group, they…
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…
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