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Part one of this blog series discussed keeping your data story simple by applying the ARC approach: Actionable, Relevant, and Consumable. I’ll now highlight the importance of understanding the push-pull impact on your data. While Sir Isaac Newton predates…
CRMXchange Virtual Conference: Quality Assurance and Analytics June 1-4; Online Webinar Verint’s Donna Denehy, director, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” at 2 p.m. ET on June 1. She will explore…
By Verint Connect Member
It’s customer season! Recently in Sydney we began a worldwide journey with our customers to showcase the amazing ways they are infusing Actionable Intelligence into their day-to-day business operations to accomplish amazing things. And by amazing, I…
By Verint Connect Member
Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should…
I’m going to share my top three tips for making data actionable and helping all levels of your organization understand the story the data is telling. These tips include how to: Filter big data for the relevant data points Create a framework to …
By Verint Connect Member
Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights? Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access…
By Verint Connect Member
A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer…
By Daniel Ziv
Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers. I recently spoke with Customer Experience Report about an…
By Paul Stockford, Chief Analyst, Saddletree Research
Following the launch of Verint’s next-generation customer engagement optimization platform last year, it added more major enhancements in March. The new platform represents a significant lift from traditional workforce optimization platforms, which are…
A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards (…
By Verint Connect Member
A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse…
Now more than ever before, people are the most important asset in your contact center. It’s true that technology has advanced to the point where most simple issues can be resolved digitally without an employee’s involvement. However, this means that when…
By Verint Connect Member
The CXPA Insight Exchange kicked off today at the Hotel del Coronado in San Diego, California. Over 300 customer experience professionals attended the CXPA update. Presenters were: Bruce Temkin, CCXP, Co-Founder & Chair, CXPA Parrish Arturi, CCXP…
APCO Annual Public Safety Broadband Summit & Expo May 5; Washington, DC Verint’s Bill Pryor, senior director of public safety and mid-markets, will discuss “The Role of Security Analytics in a Big Data World: How to Make Big Data Actionable for Next…
Much is being said about customer engagement these days. Knowing which tools to spend your time and monetary resources on can help you concentrate on what really matters—strengthening your customer relationships and building long-term loyalty. Verint…
By David Moody
In my last blog , I highlighted government’s challenge of understanding and using the huge amount of data they are bombarded with daily to make better decisions and better serve their citizens—and how one city was empowering its citizens to gain intelligence…
By Verint Connect Member
At a recent conference on customer-centric strategies, I led a workshop of industry practitioners at which we really dug into the topic of data as it relates to making customer engagement smarter, making it more personal, more productive, and more predictable…
By Verint Connect Member
Engage 2015 is almost here, and if you’re attending, act now to reserve your room at the Paris Las Vegas Hotel and Casino to take advantage of the discounted room rate, which expires on May 12. Engage 2015 is the Verint ® Systems Global Customer Conference…
By Verint Connect Member
Have you considered that employees are likely the most important investment your organization makes in customer satisfaction? After all, we all know that employee disengagement is expensive and does not help the customer experience. This week Verint…
By Jerry Silva - Global Banking Research Director, IDC
As an industry analyst, I speak and write about a number of significant trends in the financial services industry. And lately that means covering “big” topics like core banking replacement, digital channels and the need for customer (re)engagement. These…
In a feature earlier this month, Biometric Update put the spotlight on Verint’s announcement that it has added voice biometrics capabilities to its enterprise workforce optimization solution—one of many significant enhancements and advancements that extend…
As consumers, we’ve been taught that bigger—or more—is always better. More money. Bigger houses. Larger data plans. All-you-can eat buffets. However, this is not true when it comes to today’s banking branches—bigger is not always better. In fact, it…
By Verint Connect Member
You may have heard the story about four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about…
In our first blog discussing the webinar we held earlier this year with Harvard Business School Professor Francesca Gino, Debunking Employee Productivity Myths, we addressed two decision-making biases that impact employee productivity: A bias for action…
Verint Back Office Webinar April 7 Verint’s Steven Verbesselt, EMEA back office specialist, will discuss the major challenges facing organizations in their back offices due to a lack of visibility on tasks, resources and processes at 15:00 CEST. Steven…