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  • Driving Employee Engagement in Today’s Contact Center

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    It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment…

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  • Create Future Journey Maps for Real Value—Rather Than Just Upgrading Touchpoints

    By  Verint Connect Member

    Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience…

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  • Contact Center Execs: 5 Pains Keeping You Up at Night

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    No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be…

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  • Be Part of the 2017 Engage Global Customer Awards

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    Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue…

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  • Do Your Customers Love You—Or Trust You?

    By  Verint Connect Member

    If you’re part of an organization in today’s complex and competitive world, is it better to be trusted or loved? While it’s likely true that almost every organization wants to be loved, it’s fairly tough to keep your customers if you aren’t trusted…

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  • How to Avoid the Employee Sophomore Slump

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    What’s the employee sophomore slump? According to CIO.com writer Sarah K. White in her article, “ How to use gamification to improve employee engagement ,” it’s when “the high of a new job wears off” and the job has “lost its glamour and that excitement…

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  • Innovative Prescription Benefit Management Leader Find Its Remedy with Verint

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    An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce…

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  • How Effective Are You at Operational Management?

    By  Verint Connect Member

    Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t…

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  • The Intelligent Contact Center in Action

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    The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers…

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  • Community and Customers First

    By  Verint Connect Member

    What a difference 18 months make. Telligent became part of the Verint family in August 2015, and this May will mark our second Engage Global Customer Conference . As users of our Community solutions join to share best practices, success stories and…

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  • Beyond Surveys: 5 Methods to Learn More About Your Customers

    By  Verint Connect Member

    Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable…

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  • Verint Speakers: The Omnichannel Customer Experience, Analytics-Driven Value and Financial Compliance

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    Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share…

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  • A Customer’s Best Practices for Upgrading to Verint Workforce Optimization

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    The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint Workforce Optimization . The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments…

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  • Rev Up the Pulse of Contact Center Operations

    By 

    Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service…

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  • Customer Engagement LIVE! Executive Summary

    By  Verint Connect Member

    Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was “Leaders Learning from Leaders.” Verint’s contribution to this theme…

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  • Before and After Robotic Process Automation

    By 

    We love “before and after” pictures. A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system…

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  • Photojournalist and Author Dewitt Jones to Speak at Verint Engage Customer Conference

    By 

    Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry…

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  • CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways

    By  Verint Connect Member

    Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret…

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  • Is Your Omnichannel Strategy Customer-Centric or Self-Centric?

    By  Verint Connect Member

    How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and…

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  • Employee Engagement Does Not Equal Employee Effectiveness

    By  Verint Connect Member

    We hear a lot today about employee engagement. But according to the Hay Group, “ engagement alone does not drive employee effectiveness .” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive…

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  • Connected, Contextual, Consistent—Intelligent Customer Service

    By 

    I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover…

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  • 2017: Transforming Government Perspectives

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    Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.' Our most recent workshop was held in…

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  • The Surprising Answer to the FinTech Threat

    By 

    While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than…

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  • Organizational Agility Hampered by Data Quality

    By 

    A recent Insurance Networking News article by Nathan Golia ( @NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was…

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  • A Tool For Positive Change: Five Tips for Building a Customer Journey Map

    By  Verint Connect Member

    Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.

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