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  • Desktop Process Analytics: The Overlooked Overachiever

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    I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting…

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  • Uncover. Analyze. Improve. Automate.

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    We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle…

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  • Verint Extends VoC Suite to Digital Engagement with Acquisition of OpinionLab

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    Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first…

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  • The Rising Importance of Digital Channels

    By  Verint Connect Member

    As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview…

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  • Cultural Change: 5 Ways to Empower Employees with Customer Insights

    By  Verint Connect Member

    Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent…

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  • Gamification Is the HOW of Performance Management

    By 

    Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to improve—are two different things. Gamification solutions such as Verint…

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  • Customer Experience: The Difference Between Failure and Success

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    November 17 CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success The difference between delivering a customer experience failure or success can be razor thin. A colleague worked with a technology company that…

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  • 20 More Examples of Processes for Robotic Process Automation

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    Interest in Robotic Process Automation (RPA) remains high. More and more organizations are exploring the potential use of software robots to automate tasks or entire processes using desktop applications to improve their operations. This often aligns with…

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  • Building a Business Case for Knowledge Management

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    It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time and error rates should go down and customer satisfaction should go…

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  • A New Enterprise Approach to Process Improvement Drives Customer Value

    By  Verint Connect Member

    Most process improvement initiatives start as a reaction to a missed goal in a division or workgroup. The managers overseeing this division decide to improve the process to try and improve outcomes. Yet, this approach may be flawed from the start. Improvements…

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  • Speech Analytics as an Enterprise Change Agent

    By  Verint Connect Member

    Four ways that speech insights can impact the contact center and beyond Speech analytics technology is becoming an essential change agent across the enterprise, with impact beyond the contact center, or customer engagement center. Many forward-looking…

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  • Improve the Customer Experience—Listen to Your Branches

    By  Verint Connect Member

    Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to…

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  • Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World

    By  Verint Connect Member

    More digital and automation is what consumers want, right? Well not so fast. Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation…

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  • Verint Speakers: Humanizing Customer Engagement in a Digital World

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    CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees…

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  • Five Steps to Transform Data into Actionable Intelligence

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    One complaint we hear often in the age of Big Data is that we now have too much data. You may ask: How do I dig through all the noise and find the data that truly helps me measure and manage my operations? Here are five steps to break through the noise…

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  • Amplify Your Workforce Optimization Strategy

    By  Verint Connect Member

    Have you filled a prescription at a pharmacy or through mail-order recently? It’s a process that seems simple enough. However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires…

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  • Customer Experience Quality: Measuring Effectiveness, Ease and Emotion

    By 

    October 27 th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experience program. The latter is an especially powerful indicator of customer…

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  • Cultivating Leadership Support for Customer Experience: 5 Ways

    By  Verint Connect Member

    Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational…

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  • When Seconds Count and Accuracy Matters

    By  Verint Connect Member

    In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and customer satisfaction should not be sacrificed for time savings…

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  • Upcoming UK and U.S. Events Put Spotlight on Citizens and Customers

    By 

    As we swing into the autumn/fall in the northern hemisphere, I have some upcoming events and activities that I hope you will find interesting and thought-provoking. Let’s start with something a bit out-of-the-ordinary. Verint will be participating…

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  • Modernized Contact Centers Can Help Citizen Engagement—Part Two

    By 

    Not surprisingly, governments today are challenged with juggling resources and demand. As you may have read in part one of this blog series , Contact Solutions recently commissioned the Governing Institute and the Center for Digital Government to survey…

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  • Modernized Contact Centers Can Help Citizen Engagement

    By 

    Governments around the world are increasingly realizing the impact outdated technology and poor processes can have on citizen engagement and operational burdens.

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

    By  Verint Connect Member

    Never before has the voice of the customer been more important—and surveys are at the core of our feedback efforts. They provide a great opportunity to discover what our customers think of what we do—and what their expectations are. Surveys offer the…

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  • Highlights from Customer Engagement LIVE! Part Two

    By  Verint Connect Member

    As you may have read in part one of this blog series , one of the primary objectives of the Customer Response Summit in Austin, Texas last month was to “identify best practices and discuss innovative ideas on how to serve customers through emerging channels…

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  • 3 Things You Didn’t Know About Customer Experience

    By  Verint Connect Member

    As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of…

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