Our latest insights

To subscribe to this blog and receive notifications when new articles are posted, click the notifications button below.

  • Looking Ahead: 2017 Business Challenges and Opportunities

    By  Verint Connect Member

    As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought…

    0

  • Why Knowledge Management Is Important

    By 

    Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer.

    0

  • Social Customer Engagement Requires Agility

    By 

    Business agility has been described as the ability for organizations to sense , prioritize and act . First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential…

    0

  • Going “Back to the Future” with Silos

    By  Verint Connect Member

    In another life, as “Bob the Movie Man,” I am a prolific film reviewer—so, I often frame business problems in terms of famous movies. For those old enough to remember “Back to the Future,” Marty McFly jumped into Doc Brown’s souped-up DeLorean and traveled…

    0

  • The Award for Most Persistent Driver of Change Goes To … (Part 1)

    By 

    The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent…

    0

  • Verint Speakers: Robotics, Knowledge Management—and Using Customer Insights Wisely

    By 

    Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer…

    0

  • Building a Knowledge Management Business Case

    By  Verint Connect Member

    During the first two webinars in our Knowledge Is Power series , we learned how Knowledge Management , when done well, can provide tremendous benefits to your customers, employees and organization. We all probably know that KM drives business outcomes…

    0

  • Desktop Process Analytics: The Overlooked Overachiever

    By 

    I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting…

    0

  • Uncover. Analyze. Improve. Automate.

    By 

    We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle…

    0

  • Verint Extends VoC Suite to Digital Engagement with Acquisition of OpinionLab

    By 

    Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first…

    1

  • The Rising Importance of Digital Channels

    By  Verint Connect Member

    As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview…

    0

  • Cultural Change: 5 Ways to Empower Employees with Customer Insights

    By  Verint Connect Member

    Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent…

    0

  • Gamification Is the HOW of Performance Management

    By 

    Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to improve—are two different things. Gamification solutions such as Verint…

    0

  • Customer Experience: The Difference Between Failure and Success

    By 

    November 17 CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success The difference between delivering a customer experience failure or success can be razor thin. A colleague worked with a technology company that…

    0

  • 20 More Examples of Processes for Robotic Process Automation

    By 

    Interest in Robotic Process Automation (RPA) remains high. More and more organizations are exploring the potential use of software robots to automate tasks or entire processes using desktop applications to improve their operations. This often aligns with…

    0

  • Building a Business Case for Knowledge Management

    By 

    It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time and error rates should go down and customer satisfaction should go…

    0

  • A New Enterprise Approach to Process Improvement Drives Customer Value

    By  Verint Connect Member

    Most process improvement initiatives start as a reaction to a missed goal in a division or workgroup. The managers overseeing this division decide to improve the process to try and improve outcomes. Yet, this approach may be flawed from the start. Improvements…

    0

  • Speech Analytics as an Enterprise Change Agent

    By  Verint Connect Member

    Four ways that speech insights can impact the contact center and beyond Speech analytics technology is becoming an essential change agent across the enterprise, with impact beyond the contact center, or customer engagement center. Many forward-looking…

    3

  • Improve the Customer Experience—Listen to Your Branches

    By  Verint Connect Member

    Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to…

    0

  • Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World

    By  Verint Connect Member

    More digital and automation is what consumers want, right? Well not so fast. Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation…

    0

  • Verint Speakers: Humanizing Customer Engagement in a Digital World

    By 

    CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees…

    0

  • Five Steps to Transform Data into Actionable Intelligence

    By 

    One complaint we hear often in the age of Big Data is that we now have too much data. You may ask: How do I dig through all the noise and find the data that truly helps me measure and manage my operations? Here are five steps to break through the noise…

    0

  • Amplify Your Workforce Optimization Strategy

    By  Verint Connect Member

    Have you filled a prescription at a pharmacy or through mail-order recently? It’s a process that seems simple enough. However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires…

    0

  • Customer Experience Quality: Measuring Effectiveness, Ease and Emotion

    By 

    October 27 th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experience program. The latter is an especially powerful indicator of customer…

    0

  • Cultivating Leadership Support for Customer Experience: 5 Ways

    By  Verint Connect Member

    Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational…

    0