By Verint Connect Member
Increasingly, companies are adopting a customer-centric management strategy through which customer wants and needs drive a company’s business processes. Disparate point systems, lacking the capability to analyze captured data in a holistic manner, render…
(Also commonly known as Banking Legislation, Regulation, and Compliance) When it comes to the primary business needs for retail branch operations , we’ve discussed (1) improve customer service , (2) increase efficiency, and (3) increase sales . The…
By Jerome Brown
As the end of the year approaches, many organizations (including Verint!) reflect on ways to improve their customer service and operations. To help spark some creative thinking, we’ve developed two short videos that focus on helping you achieve the all…
By Verint Connect Member
As we near the end of 2012, it’s amazing how much the topic of big data has monopolized the discussion for IT this year, and we aren’t likely to see it end anytime soon. More importantly, big data has become an agenda topic for many weekly executive meetings…
Location, Location, Location. We’ve all heard it before. The branch network is at the heart of most traditional financial institutions today…at least from the perspective of where the bank or credit union employees interact face-to-face with its customers…
Verint is pleased to announce that its office in the north Atlanta-metro area will relocate from Roswell, GA to Alpharetta, GA effective Monday, November 19, 2012. Please take a moment to update your systems/files with our new contact information:
Companies today are facing a struggle to balance critical, often conflicting business objectives: maximize customer satisfaction and increase revenue, while minimizing the cost of delivering an outstanding customer experience.
Verint Systems has been positioned in the “Leaders” quadrant of the newly published “Magic Quadrant for Contact Center Workforce Optimization” report from research and advisory firm Gartner, Inc. Verint’s standing in the firm’s November 7, 2012 report…
Verint University is pleased to announce a range of enhancements to offer students even more value from their training experience. One of the most dramatic changes is the opening of a state-of-the-art training facility in Verint’s new Atlanta-area office…
Are you considering relocating your business or perhaps a branch office in the months ahead? If so, you’re not alone. Worldwide ERC , an organization for professionals who oversee, manage, or support U.S. domestic and international employee transfers…
Have you registered for Driving Innovation , the Verint Systems global user conference? This year’s conference will be held June 3 – 6 at the Baltimore Marriott Waterfront in Baltimore, Maryland.
By Verint Connect Member
Janus is the Roman god with two faces looking in opposite directions, towards the past and into the future. The month of January is named for him. It's an appropriate and insightful image, because this time of the year is rife with reflections on the…
By Verint Connect Member
When it comes to understanding your customer, organisations have the onerous task of managing the multiple platforms and streams of insight that customers post, tweet, blog and of course, call through to the contact centre. But what sits behind the customer…
Is improving the customer experience is part of your 2013 objectives? Gain insight into what organizations like yours are planning— register now for an insightful webinar in which Paul Stockford of Saddletree Research shares surprising results from a…
By Verint Connect Member
Legendary management consultant Peter Drucker famously said these words 40 years ago, and they are equally appropriate today. However in the world of “big data,” companies face a challenge that Mr. Drucker might not have predicted. Too many things are…
By Jerome Brown
New research from Verint and the CCA looks at the customer satisfaction metrics organisations are using and the gaps they leave. Simple metrics, such as Average Handling Time can reveal the ‘what’ but they cannot explain why something is happening. And…
By Jerome Brown
Heathrow Airport made the headlines as recent chaos at border control was attributed to poor staff planning during peak travel periods. In particular, Chief Inspector of Borders and Immigration John Vine said the resources did not match passenger demand…
By Verint Connect Member
For the first time in history, both Oxford and Regent Street were closed to vehicles before Christmas to help boost shopping traffic. The result was an estimated one million shoppers pouring into the area with takings up over £50 million on the same period…
By Verint Connect Member
As we have blogged about before, we believe this year will be all about the customer experience as companies focus on building customer loyalty in a tough economic environment. There are several key trends emerging that we think will help companies achieve…
By Verint Connect Member
One of the UK’s leading energy suppliers, EDF Energy , recently announced that it intends to cut its gas price by 5%. This was the first move of its kind by a major supplier, and several other companies quickly followed EDFs example, with SSE and British…
By Verint Connect Member
Research carried out for the Direct Marketing Association’s Response Management Council has found that the UK’s e-retailers are losing ‘millions of pounds’ in sales by failing to respond to customers’ online requests for product and service information…
By Verint Connect Member
Keep your surveys short Focus on three key areas Rotate your surveys Ask the critical question Always link the recorded call with the survey Involve the customer in your calibration process Take a risk
By Verint Connect Member
With predictions of another dip in the Eurozone , UK’s biggest trading partner, and economic growth in the UK predicted to be just 0.6% in 2012 this will be another challenging year for UK-based companies.
By Verint Connect Member
Despite Eastern European banks seeing fantastic growth and excellent product margins over the last decade, their profitability has been relatively low. The reasons for this performance paradox are complex, but in the main they can be attributed to expensive…
By Verint Connect Member
We recently concluded research in Germany that found organisations strive to better understand their customers, yet more than one third of German consumers believe organisations don’t act on feedback shared.
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