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Is There Common Ground Between Customers and Brands on What Loyalty Means?

By Mary Wardley - Vice President, Customer Care and Loyalty Research, IDC
On Mon, Jan 30, 2017
Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels. The philosophy is customer experience. Brands are looking…

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Improving Digital Engagement with the UK Government

By David Moody
On Thu, Jan 26, 2017
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve…

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For 2017, Resolve to Maximize Your Contact Center Technology Investments

By Susanne Pitts
On Wed, Jan 25, 2017
How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.

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What Next? Tips for Prioritizing Your Automations

By Jenni Palocsik
On Tue, Jan 24, 2017
Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about…

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Delivering Great Customer Experience

By Ken Bernhardt - Regents Professor of Marketing Emeritus, Robinson College of Business, Georgia State University
On Tue, Jan 24, 2017
Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their…

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Getting the Customer Experience Right in 2017

By Susanne Pitts
On Mon, Jan 23, 2017
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service…

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Why Is Meeting Service Level Agreements So Challenging?

By Mary Lou Joseph
On Fri, Jan 20, 2017
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.

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New Verint App Extends Employee Engagement Capabilities on Mobile Devices

By Susanne Pitts
On Wed, Jan 11, 2017
Verint recently introduced Mobile Work View to meet the evolving needs of organizations that need to access workplace information anytime, anywhere. Because work doesn’t just happen in the office, this application extends common work activities across…

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Leading Personal Lines Insurer Prioritizes Customer Engagement

By Rob Lamoureux
On Tue, Jan 10, 2017
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective…

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Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

By Verint Connect Member
On Tue, Jan 10, 2017
These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there…

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Helping Managers to Quickly Know Where to Take Corrective Action

By Jenni Palocsik
On Thu, Jan 05, 2017
Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. …

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Production Management in Service Organizations: Operating Blind?

By Mary Lou Joseph
On Wed, Jan 04, 2017
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant. Production management in a service support organization is similar in that you know the type of work and process steps needed to…

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Verint Wishes You Happy Holidays!

By Susanne Pitts
On Thu, Dec 22, 2016
At Verint, we are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to a fantastic 2017!

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10 Lessons Learned from Voice of the Customer Trenches: How to Design and Build a Great Survey

By Verint Connect Member
On Tue, Dec 20, 2016
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting…

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Dynamic Media Leader Uses Verint to Improve Customer Satisfaction

By Rob Lamoureux
On Fri, Dec 16, 2016
This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing…

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3 Ways CX Can Make 2017 the Finest Year Yet for Your Brand

By Verint Connect Member
On Wed, Dec 14, 2016
Tis the season to take stock of where things are—and CX programs are no exception. The New Year is a good time to ask if your organization’s customer experience is reflecting well on your brand. Is there room for improvement? Over the years, one question…

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The Best Part of 2016? Global Customer Engagement

By Verint Connect Member
On Tue, Dec 13, 2016
Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London. What started in a beautiful harbor in Sydney, Australia with a bang in May has now finished strong in December in London, where…

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The Award for Most Persistent Driver of Change Goes To … (Part 2)

By Mary Lou Joseph
On Fri, Dec 09, 2016
In the previous blog post , I introduced the director of global business process services at a leading enterprise technology company. The director set out on a journey to provide back-office managers with the data they needed to make effective decisions…

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Looking Ahead: 2017 Business Challenges and Opportunities

By Verint Connect Member
On Thu, Dec 08, 2016
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…

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Why Knowledge Management Is Important

By Susanne Pitts
On Thu, Dec 08, 2016
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.

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Social Customer Engagement Requires Agility

By Kelly Koelliker
On Tue, Dec 06, 2016
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…

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Going “Back to the Future” with Silos

By Verint Connect Member
On Mon, Dec 05, 2016
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…

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

By Mary Lou Joseph
On Fri, Dec 02, 2016
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…

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

By Susanne Pitts
On Thu, Dec 01, 2016
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…

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Building a Knowledge Management Business Case

By Verint Connect Member
On Wed, Nov 30, 2016
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…

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