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Fraudsters Are Adapting to Chip & Pin Cards—Are You Adapting to Fraudsters?

By Verint Connect Member
On Fri, Mar 04, 2016
With the convenience of online transactions comes the serious inconvenience of credit card fraud. This has led financial organizations to increasingly focus on ways to mitigate the rise in fraudster activity. Banks and online merchants should be aware…

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Putting the Banking Customer in Control

By Jenni Palocsik
On Thu, Mar 03, 2016
Appointments are really the norm in most businesses today. From Apple ® stores 1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day…

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Verint Speakers: Combatting Fraud and Understanding Your Customers

By Susanne Pitts
On Wed, Mar 02, 2016
CRM Magazine – Roundtable Webinar March 2; Webinar Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. ET. To…

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Advancing the Verint Customer Engagement Optimization Portfolio with Contact Solutions

By Verint Connect Member
On Tue, Mar 01, 2016
In today’s market, the dramatic increase in consumer and business use of social networks, mobile devices and new digital technologies is driving the need for omnichannel customer engagement, including innovative new self-service applications. Forward…

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The National Association of Call Centers Wants You

By Paul Stockford, Chief Analyst, Saddletree Research
On Mon, Feb 29, 2016
Can you spare five minutes of your time? I have an opportunity for you to make your voice heard. The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree…

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Do Your Customers Really Love You?

By Brian Koma
On Thu, Feb 25, 2016
It’s sometimes hard to really know how your customers feel about you. Your methods for listening to and measuring your customer feedback are key to getting this right. Let’s start with your approach. Is the perspective of your customer feedback program…

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Four Reasons Why Speech Analytics Can Help Keep You Ahead of the Pack

By BigO
On Wed, Feb 24, 2016
In the customer engagement center market, one technology continues to stay hot—and that’s speech analytics. Not only is it critical to the future of better understanding the customer journey when combined with other technologies—such as enterprise feedback…

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Multichannel + Escalation Management = Omnichannel

By Verint Connect Member
On Tue, Feb 23, 2016
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer…

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Verint + Contact Solutions: Taking Omnichannel Engagement to New Heights with Real-Time, Contextual Self-Service

By Dave Capuano, Verint and Michael Southworth, Contact Solutions
On Mon, Feb 22, 2016
Today, we’re pleased to announce Verint’s acquisition of Contact Solutions , a leading provider of cloud-based voice and mobile customer care solutions. Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less…

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The New Face of Performance Management

By Jenni Palocsik
On Fri, Feb 19, 2016
Today, it is all too easy for customers to switch to a competitor. More than ever, organizations need to balance the need to get the most from their operations while also equipping employees to offer the best possible customer experience—and thus be more…

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Verint Upgrades Telligent Community Platform

By Verint Connect Member
On Tue, Feb 16, 2016
Competition for customer loyalty is fierce today—organizations are looking for every advantage. One of them can be a strong community. I recently spoke with eWeek about the enhancements made to our Telligent Community solution, which include community…

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Knowledge Management: The Journey IS the Destination

By John Chmaj
On Fri, Feb 12, 2016
Knowledge management (KM) is a well-accepted practice for organizations that want to develop and use their information assets as effectively as possible. What is often not as well understood is the ongoing effort and focus required to achieve the full…

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Employee Engagement and Better Customer Engagement in 2016

By Oren Stern, Senior Vice President, Product Strategy, Verint and Gal Rimon, Founder and CEO, GamEffective
On Wed, Feb 10, 2016
Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well…

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Joining the Self-Service Revolution

By Kelly Koelliker
On Tue, Feb 09, 2016
Web self-service is the most widely used communication channel for customer service, surpassing the use of the voice channel for the first time. 1 Not only is having a website in today’s marketplace a requirement, but your company’s website must also…

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Top 3 Uses for Desktop and Process Analytics

By Verint Connect Member
On Tue, Feb 09, 2016
Desktop and Process Analytics have been around for a while now—this valuable tool set has a myriad of uses. And yet, many are narrowly focusing their use of it. We see many of our customers using the solution to solve three common problems: Stop…

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Legendary Sports Agent and Entrepreneur Molly Fletcher to Keynote at Engage 2016

By Laurie Wickham
On Wed, Feb 03, 2016
Attendees at Engage 2016 , the Verint Systems Global Customer Conference, will be in for a special treat at the event in Chicago in late June. Molly Fletcher , referred to as the “female Jerry Maguire” by CNN, will deliver a keynote presentation on “Unleash…

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Verint Speakers: Meeting Rising Expectations and Why Bad Things Happen to Good Data

By Susanne Pitts
On Tue, Feb 02, 2016
destinationCRM.com Roundtable Webinar February 10; Webinar Verint’s Scott Hays, vice president, global solutions marketing, will present as part of a roundtable called “How to Meet Rising Customer Service Engagement Expectations” at 2 p.m. EST. It…

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Omnichannel Customer Engagement Must Consider the Branch or Store Employee

By Jenni Palocsik
On Mon, Feb 01, 2016
When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their…

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Elevating Customer Engagement Optimization

By Verint Connect Member
On Fri, Jan 29, 2016
Are you helping your organization drive toward the Next Big Thing? In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence…

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Top 5 Predictions for Government and Public Sector Customer Service, Part 2: 2016 Predictions

By David Moody
On Tue, Jan 26, 2016
Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy! 1. Digital First Software Rationalization 2015 was meant to be a year of optimism…

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How Community Solutions Are Advancing in the Age of the Customer

By Verint Connect Member
On Mon, Jan 25, 2016
It’s a New Year and time to look at new ways to engage with your customers … new ways to connect users, exchange ideas, solve problems and share best practices. It’s also a great time to get to know your customers better. And why not start with a customer…

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Fraudsters Know Your Mother’s Maiden Name

By Paul Stockford, Chief Analyst, Saddletree Research
On Thu, Jan 21, 2016
Thrilled about her recent promotion, Andrea rewarded herself with a trip to Italy. She enjoyed Rome’s marvelous museums and cathedrals but her real fascination was shopping . While visiting the famous shops on Via Cola di Rienzo, she received an alert…

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Bridging the Gap Between B2B and B2C

By Verint Connect Member
On Thu, Jan 21, 2016
More than ever before, the lines between B2B and B2C are blurring when it comes to customer experience. I see this every day and recently wrote for Loyalty 360 that we’re all driven by the same emotional connection and engagement—both for personal consumption…

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Top 5 Predictions for Government and Public Sector Customer Service, Part 1: 2015 in Review

By David Moody
On Tue, Jan 19, 2016
Almost a year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give it a grade (on…

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2016 Predictions: Get Back to the Basics

By Verint Connect Member
On Tue, Jan 12, 2016
Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more…

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