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By BigO
We hear about the voice of the customer a lot these days when it comes to programs and initiatives that enhance customer satisfaction, customer loyalty and the overall customer experience. However, the voice of the contact center agent is just as important…
During a panel session at Celent’s Insight and Innovation Day , several retail banking leaders shared their perspectives on the current state of retail banking, describing how each organization was finding innovative ways to evolve the customer experience…
Join Verint in Seoul! Verint’s Daniel Ziv, vice president, voice of the customer analytics, is speaking at the Korea Call Center Management Conference on May 9. Taking place at the Grand Hilton Seoul Hotel, the keynote will address “Big Voice of the Customer…
By Verint Connect Member
Earth Day serves as an annual “event” designed to demonstrate support for environmental protection. Its name and concept were pioneered 1969 and taken international in 1990. Today, Earth Day is coordinated globally by the Earth Day Network and celebrated…
By Verint Connect Member
A U.S. television program called “The Voice” challenges musicians to perform onstage while judges listen with their backs turned, forced to identify the next great singer purely on the quality of the voice they hear. Based on the judges’ reactions, the…
These abbreviations might be familiar to many, but for clarification, WFM=workforce management and WFO=workforce optimization. Traditionally, WFM consisted of software solutions that helped with demand forecasting, planning and automated scheduling…
Regardless of industry, global reach and location, today’s organizations are looking for ways to meet their revenue generation, customer loyalty and cost containment goals across the enterprise. To that end, Verint recently launched several new business…
By Verint Connect Member
The Gartner 360 Summit kicked off this morning in San Diego, California, with the goal of sharing and collaborating on strategies and technologies that are enabling organizations to better understand and engage their customers. The conference began…
By Verint Connect Member
The Gartner 360 Summit continued today in San Diego, California, with comprehensive tracks that allow attendees to drill down on topics that most interest them, with track sessions tagged to attendees' job roles, experience levels and key focuses. Some…
When you’re a fighter pilot and your office is an F-18, there’s simply no room for error. More than ever, today’s global, fast-moving and highly connected marketplace presents an environment that’s increasingly unforgiving of poor planning, execution…
By Verint Connect Member
The Verint Systems Driving Innovation TM global user conference, taking place June 3-6 at the Baltimore Marriott Waterfront hotel, is quickly approaching. With more than 60 interactive breakout sessions to choose from, the conference offers something…
By Verint Connect Member
The Customer Experience Professionals Association (CXPA) annual Member Insight Exchange kicks off today in San Diego, California at the Hotel del Coronado. Our keynote speaker this afternoon is Jeanne Bliss, president of the consulting firm CustomerBliss…
By Jerome Brown
Today marks Day 2 of our annual customer conference taking place this week in Baltimore, Md. At this year’s event, we’re delighted to be hosting a record number of attendees that have traveled from more than 15 countries. As ever, at its core, Driving…
By Verint Connect Member
Starting on February 1 st , with version 11.1, Impact 360 Coaching will automatically be included with Advanced Scorecards at no additional cost or change in price. Why unify Scorecards and Coaching? Scorecards is a tool for measuring and managing performance…
Have you registered for Driving Innovation , the Verint Systems global user conference? This year’s conference will be held June 3 – 6 at the Baltimore Marriott Waterfront in Baltimore, Maryland. Register by February 15 to qualify for the early bird…
By Verint Connect Member
Net promoter score. Customer satisfaction. Loyalty. Wow experiences. More and more I read about companies trying to achieve increases in these kinds of things. And while I suppose initiatives designed to address these sorts of things have value, I increasingly…
By Verint Connect Member
In the world of Performance Management, two terms that are often confused are Dashboards and Scorecards. At first blush, they sound like they do the same thing - they provide some measure of performance tracking. But in reality, they have widely different…
By Verint Connect Member
At a recent ACCE Conference, Brad Cleveland, noted industry guru, revealed the results of a contact center survey that asked, “What are your top challenges?” Among the top three was the category, “budgets, planning and strategy.”
By Verint Connect Member
Imagine if you could have ONE productivity measurement across your entire enterprise. One measurement that means the same thing to the call center, billing, claims, even complex areas like underwriting, Tier III technical support, and the rocket science…
Despite technological advances and new channels of communication, many customers still prefer to interact with a person. What is your organization doing to manage the agent workforce that handles these customer interactions? Ventana Research wants to…
Why should you attend Driving Innovation , the Verint global user conference? Here are six great reasons to register now! You can take advantage of cost-effective, pre-conference training to extend your knowledge of solutions from Verint (including…
By Verint Connect Member
When I sit down to focus on something—in the best state of mind to accomplish exactly what I need to do—my phone rings. That person will probably not get my complete attention. When I am home and finally ready to watch something saved on the DVR, my wife…
By Verint Connect Member
There are endless arguments and opinions about how many calls to assess per agent per month. I suspect there's a sort of consensus that you ought to review about 8 calls per agent per month. Some contact centers reduce that number for tenured agents who…
What happens when a business process outsourcer (BPO) applies an automated business process discovery solution to its back-office operations? In a recent blog, Jim Sinur, research vice president, Gartner provides a case study of the results one BPO…
Afterburner, Inc ., a management training and consulting firm founded in 1996 by a U.S. fighter pilot, will give a keynote presentation at Driving Innovation TM , the Verint Systems global user conference, in Baltimore on Tuesday, June 4.