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  • 5 Benefits of Online Communities for the Contact Center – Part II

    By  Verint Connect Member

    In part one of this two-part blog series I identified three of the ways the customer contact center can benefit from online communities. In part two we’ll conclude with two other benefits. 4. They provide early warning signals Because online communities…

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  • The Problem of Inconsistent Online Government Experiences

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    Today’s digital consumers are used to conducting business online— shopping from their favorite retailers, getting answers to questions, even watching movies and listening to music. These digital consumers are also digital citizens, who demand the same…

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  • Enterprise Workforce Management—A Customer Q&A Session

    By  Verint Connect Member

    Recently, Verint held an Ask the Experts webinar for its customers on the topic of enterprise workforce management (WFM). I had the honor of being one of the SMEs along with Paul Stockford, Chief Analyst, Saddletree Research. The questions answered…

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  • Verint Speakers: Keeping Customers Loyal and Employees Engaged

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    Putting the Customer First into Your Quality Efforts June 7; CRMXchange Virtual Conference Verint’s Donna Denehy, leader, global contact center and insurance business strategy team, is participating in this virtual conference with CRMXchange at noon…

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  • 5 Benefits of Online Communities for the Contact Center – Part I

    By  Verint Connect Member

    For most organizations the customer contact center is the nexus for all contacts between the organization and its customers. Typically the contact center is relied upon when the customer faces a problem he or she cannot solve on his or her own. As we…

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  • Engage 2016: Learn, Grow and Build Customers for Life

    By 

    We’re only a few short weeks away from the annual Verint Global Customer Conference ! Verint Engage 2016 is all about helping you and your organization learn, grow your success, and build customers for life. When you join us in Chicago June 27 – 30…

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  • The Right Data Can Drive Customer Action

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    In today’s fast-paced, attention-span challenged world, explaining customer behaviors and driving action are paramount. Organizations that take a good look at unstructured data—such as phone, email, and chat—can gain another view and a better platform…

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  • Executive Networking at the Verint Engage Conference

    By  Verint Connect Member

    As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27 th in Chicago. Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes. …

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  • Facing Difficult Choices, Banks? Do the Math

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    “If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want…

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  • The Game of Authentication and Fraud Detection

    By  Verint Connect Member

    Balancing information security with consumer demands for speed is an increasing and rather daunting challenge. While the need to provide fast service is real—and customer loyalty may depend on it—identity theft is on the rise and must be addressed.…

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  • Want Engaged Employees? Self-Enable—Don’t Micro-Manage

    By 

    Most of us who have been in the workforce for a while have worked with a micro-manager. It’s not a comfortable situation. They mean well and are only trying to ensure the work gets done on time, accurately, and with little waste. However, their need…

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  • Ventana Research Requests Your Input in Workforce Optimization Market Research Study

    By  Verint Connect Member

    Ventana Research is seeking Workforce Optimization professionals to participate in a market research study to create a detailed picture of the current state and future direction of workforce optimization (WFO) use in organizations, as well as best practices…

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  • A Digital First Strategy Roadmap

    By 

    As I mentioned in a previous blog , I don't think I know of any government organization that hasn't established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana . The idea…

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  • Driving Online Engagement through the Social Funnel—Part II

    By  Verint Connect Member

    In part one of this two-part series , I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel…

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  • Traditional Performance Management Is SO Yesterday

    By 

    The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs…

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  • Customer Engagement: Are You Adding Value to the Business?

    By  Verint Connect Member

    I was reading a Forrester Brief from Ian Jacobs 1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process. In the brief Ian wrote the…

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  • The 7 Deadly Survey Sins and How to Avoid Them

    By 

    If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched "Field of Dreams." Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will…

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  • Driving Online Engagement through the Social Funnel – Part I

    By  Verint Connect Member

    How and where do you engage with your customers online? The Social Funnel is a tool we use to help our customers understand how they should participate in social channels with their customers. It is the universe of all the different social channels…

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  • Engage 2016 Conference Agenda Announced

    By 

    Engage , Verint’s global customer conference, is approaching fast—and now is a great time to check out the agenda to see what’s being planned at this lively event. When the conference kicks off in Chicago on June 27, attendees will have the opportunity…

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  • Verint Speakers: Customer Service and Reshaping the Bank Branch

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    Engage: Asia Pacific Verint Customer Conference May 25-26; Sydney, Australia Verint executives and subject matter experts from around the world will be speaking on such topics as customer engagement optimization, customer analytics, fraud and identity…

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  • Is Your Back Office Prepared for Workforce Optimization?

    By  Verint Connect Member

    Many organizations are recognizing that the very Workforce Optimization (WFO) solutions used in their contact centers for decades can now help their back offices. Insights gained can help them better understand, structure and leverage their back-office…

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  • Outside-In Thinking Must Produce Inside-Out Actions

    By  Verint Connect Member

    Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At…

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  • “Deploying” Knowledge Management: Creating a Knowledge-centered Culture

    By 

    Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural…

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  • The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

    By  Verint Connect Member

    Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce…

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  • The Importance of Voice Self-Service in Government Digital First Strategies

    By 

    Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity. Implemented incorrectly…

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