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By Verint Connect Member
In today’s age of online shopping, it’s more important than ever for retailers to differentiate themselves from the competition. Brick-and-mortar stores are uniquely positioned to set themselves apart with face-to-face customer service; but first, you…
By Daniel Ziv
As we all know from experience, many discussions between contact center agents and customers can grow emotionally charged. Whether or not an agent understands what a customer is saying—and even feeling—can make the difference between good customer service…
By Keith Dawson - Practice Leader, Customer Engagement, Ovum
The latest wrinkle in the transition to the cloud is in the type of tools that are migrating towards it. Originally, the apps most likely to be considered as services were the infrastructure platforms. These are the most expensive components in a contact…
By Matt Marshall - Sales Engineer, Video and Situation Intelligence Solutions
The Nextiva EdgeVR is an embedded network video recorder (NVR) device that requires software to operate. To ensure that the device is up-to-date, standard upgrades are needed. This software package is called the firmware, which can be easily upgraded…
By Verint Connect Member
Are you using Impact 360 Desktop and Process Analytics as part of your Impact 360 Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that you can display interactions within the Impact 360 Desktop and Process Analytics…
On June 10 at Driving Innovation™ , the Verint Systems® global user conference in Orlando, Florida, keynote speaker Robyn Benincasa will demonstrate how ordinary people can accomplish extraordinary results by applying the 8 Essential Elements of Human…
Originally published to Bank Innovation on March 10: Bank and credit union branches—and even branches or store networks across other industries—are under tremendous pressure to generate sales revenue. That may seem obvious. However, the need to offset…
Have you registered yet for Driving Innovation , the Verint Systems Global User Conference? This year’s event will be held on June 9 – 12 in Orlando, Florida at the Hilton Orlando Lake Buena Vista.
Today Verint announced its participation in several global conferences and webcast events in March:
By Paul Stockford, Chief Analyst, Saddletree Research
According to the Federal Trade Commission, more than 279,000 people registered complaints about identity theft in 2011. This was the 12 th year in a row that identity theft was the number one consumer complaint category. Current methods of authenticating…
Originally published in SmartCustomerService by Michele Masterson Companies will always chase customers and find out what makes them tick: what makes them loyal brand champions, why they churn, or why they may be ambivalent about products and services…
By Verint Connect Member
In my last blog , I wrote about an old article I had rediscovered that argued if you wanted to motivate employees, you needed to heed the five C's: Culture, Content, Control, Collaboration and Curiosity. I offered this notion: If these five items were…
Verint research of more than 8,000 consumers in the U.S., Great Britain, Russia, Germany and Poland has confirmed what many people have increasingly grown to understand: Customer feedback about both positive and negative experiences can benefit both consumers…
How well your banker knows you—your lifestyle, your savings goals, your broader investment strategy and so on—might come down to one thing. Which is? Whether you see banking as a valued relationship, or just a set of transactions that you conduct and…
By Verint Connect Member
The concept of cloud-based contact center solutions is increasingly capturing the imaginations and pocketbooks of IT and business leaders, as well as chief financial officers, who see it as a highly-effective method for acquiring technology without making…
Make plans now to attend Driving Innovation™ 2014 , the Verint ® Systems global user conference, June 9 - 12, 2014. This year’s conference will be held in Orlando, Florida , and will be more interactive than ever! There’ll be lots of opportunities to…
If you help manage a contact center, Contact Center Pipeline would like your feedback about workforce optimization. This short survey contains questions on:
By Hilda Blasius, Product Support Engineer
Did you know that Verint Enterprise Feedback Management makes it easy to set question response values to total a specific number? First, create a new survey or open an existing one on the My Surveys page—this opens the Design tab of the survey designer…
By Verint Connect Member
How many clichés do we hear on a daily basis? In the business world, quite a few are trotted out. However, the thing about clichés is that there is always some grain of truth hidden in them. Two that I find particularly relevant to me are, “If you don…
By Verint Connect Member
The year is off to an exciting start, with this past week marking some particularly significant milestones. February 1 The beginning of February marks the start of the Verint ® fiscal year. But in 2014, it carries dual significance—that being Verint…
By Paul Stockford, Chief Analyst, Saddletree Research
Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually join other dissatisfied…
By Verint Connect Member
Although the big stories leading up to last weekend’s Super Bowl often centered on game-day strategy, potentially freezing temperatures and the possibility of snow, a lesser-known story was brewing for several months. The challenge was how to effectively…
By Verint Connect Member
As we discussed in Part 1 of this series , the New Year is a great time to review your customer experience efforts—to see what’s worked, what didn’t, and plan ahead for the future. Making the move forward from simple listening to an optimized customer…
Today Verint announced its participation in several global conferences and webcast events in February: Customer Response Summit February 4; San Diego, California Verint’s Greg Sherry, vice president of marketing, and one of America’s oldest and…
Debates will continue on the role of the financial institution branch, whether or not consumers need them, and how many—if any—each market should have. While the use of digital banking channels continues to grow, some leading banks are designing and…