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I was recently taken with one organization’s description of how they view their business—through the 5 Vs: Volume : The business unit of this large financial services firm dealt in billions of transactions. Velocity : Due to the nature of the transactions…
By Verint Connect Member
National Customer Service Week 2014 is a wrap! It’s always good to take a week to focus on how well we (that's the royal "we") serve our customers and future customers—after all, it’s the most important thing any organization does. In keeping with that…
By John Wilhite - Application Learning Consultant
Are you using Verint Quality Monitoring (QM) as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that when you create an Evaluation or Assessment form, you can embed hyperlinks into the form instructions…
By Verint Connect Member
@dcapuan0 on Twitter How is your National Customer Service Week going? I know that mine started off with a flood of customer-centric activities and is going to end with our live one-hour “ Tweet Jam ” on Friday, October 10 at 1 p.m. ET. I’m really…
By Verint Connect Member
Every successful organization maintains a focus on one priority above all others over the long run: serving their customers. In honor of those who serve customers, Verint celebrates National Customer Service Week during the week of October 6-10. This…
The answer is no. But here’s why the question was raised. Think back to kindergarten. Do you remember cutting out words to match and pasting them beside a group of pictures? Well, as hard as it is to believe, one business unit at a major financial services…
Verint Engagement Analytics launched last week—a robust analytics platform that captures customer, employee, transaction and interaction data from different channels and systems and aggregates the data into an intuitive online dashboard. What this means…
In response to the growth of consumer digital channel use—and the reduction in use of physical bank branches—some industry experts have forecasted the death of the branch. However, retail banks have long relied on the interpersonal interactions between…
By Verint Connect Member
In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with customers. In this second part…
By Verint Connect Member
The rewards for those organizations that get customer experience right are significant. According to Forrester Research, customer experience leaders outperform the rest of the Fortune 500 by 22.5 percent in shareholder value. The research goes on to say…
By Verint Connect Member
In today’s ever-changing customer experience landscape, you need all the insight you can find to compete effectively, much less gain a leg up in the marketplace. However, your organization may be like many others—the customer data needed for better and…
More than ever before, retailers are tasked with tailoring their services to the needs and preferences of their increasingly sophisticated shoppers. However, customers are also more open than ever before with the information they are willing to provide…
By Verint Connect Member
As the modern financial system has become increasingly complex, the threats facing today’s banks have kept pace. Financial institutions of all sizes—from small community credit unions to large multi-national corporations—face a variety of challenges…
By Verint Connect Member
There’s a lot of talk these days about “the customer journey.” You’ve probably either seen the term, used it yourself, or glossed over it as just another platitude or technology term du jour. However, in today’s competitive digital world where consumers…
By DShelley
When using Verint ® Enterprise Feedback Management TM (Version 7.1 and higher), you may wish to explain specific keywords that might be unfamiliar to survey participants. At the same time—to enhance the user experience—you likely want to keep the amount…
Organizations are gaining a better understanding that happy and engaged employees really do have an impact on whether or not customers have a positive experience with them. Recently Verint’s Koren Stucki, solutions marketing director, customer analytics…
By Verint Connect Member
This year, more than ever, I am struck by what seems to be a true transition for customer experience professionals as they move toward driving customer engagement. In a pair of blog posts I will outline some significant ways I’ve observed leading organizations…
Today Verint announced its participation in September conferences and webinars around the world: Conarec September 9-10; Sao Paulo, Brazil Verint’s Nancy Treaster, general manager, strategic operations, will present “Customer Engagement: The New…
By Verint Connect Member
Not long ago, people-counting technology seemed straight out of a sci-fi movie. But these days, the software is fairly common—used by a wide range of end users, especially those in the retail and banking markets. As people-counting technology continues…
Keeping an organization running smoothly every day is challenging enough. However, that’s only part of the picture. Are you listening to your customers today to know what you’ll need to do to run your business smoothly tomorrow? One way many successful…
No one will argue that change is hard. We can also all agree that to survive, we have to change and adapt. One healthcare insurer was struggling with balancing employee autonomy with cost and service efficiencies. This insurer had a number of policies…
By Verint Connect Member
There are numerous ways that customers can engage with organizations today, and the number of interaction channels will likely continue to grow over time. However, a challenge most organizations face regarding omni-channel is getting all their people…
A fairly recent phenomenon called "showrooming" offers opportunities and threats to today's retailers. Customer loyalty is at stake. While you may not yet know the term, you may have done it. If you have ever walked into a store, found something you…
Look for Verint at the following two events in late August, where company experts will present on key industry topics and themes: Five Secrets Every Organization Needs to Know About Customer Journeys and Engagement August 27; Webinar Verint’s Brian…
By Paul Stockford, Chief Analyst, Saddletree Research
Every once in a while something comes along in the contact center industry that makes you scratch your head and wonder why it took so long. Speech analytics comes to mind as a good example of this phenomenon. With tens of thousands of recorded customer…