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…
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…
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