Data-Driven Smarter Engagement

Posted by Scott Hays - Vice President, Global Solutions Marketing

Apr 24, 2015 9:00:00 AM

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At a recent conference on customer-centric strategies, I led a workshop of industry practitioners at which we really dug into the topic of data as it relates to making customer engagement smarter, making it more personal, more productive, and more predictable.

The level of experience and sophistication amongst the companies that the participants represented varied widely, from one company that deployed decision scientists and Six Sigma black belts to tackle the problem to others that were collecting data but didn’t really do much with it.

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Topics: Customer Service, Customer Experience, Analytics, Big Data, customer engagement optimization, Customer journeys

Engage 2015 Discounted Room Rate Expires Soon

Posted by Mike Carroll

Apr 23, 2015 2:09:10 PM

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Engage 2015 is almost here, and if you’re attending, act now to reserve your room at the Paris Las Vegas Hotel and Casino to take advantage of the discounted room rate, which expires on May 12.

Engage 2015 is the Verint® Systems Global Customer Conference taking place in Las Vegas from June 8-11. At Engage, you can learn how to better leverage your solutions and services from Verint and KANA. With more than 80 interactive breakout sessions to choose from, Engage 2015 offers something for everyone.

Engage 2015 includes best practices, training, interactive breakout sessions, and an entire community of customer, Verint and KANA experts, all there to help you optimize your customer engagement.

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Topics: Driving Innovation, Customer Experience, customer engagement optimization, Engage

Verint Expands Customer Engagement Optimization Portfolio with Gamification

Posted by Oren Stern and Rajeev Venkat

Apr 22, 2015 11:51:35 AM

Gamification_yellow_image_000040192018-small_resizedHave you considered that employees are likely the most important investment your organization makes in customer satisfaction? After all, we all know that employee disengagement is expensive and does not help the customer experience.

This week Verint announced the addition of gamification to its customer engagement optimization portfolio. This new enterprise software solution offers yet another way that Verint helps drive customer and employee engagement—offering new ways to potentially improve customer service, social collaboration and training, and employee loyalty.

Gamification is the process of using game mechanics and game thinking in a business setting—in non-gaming contexts—to engage users to solve problems in a more fun, productive way. Game mechanics are applied to help drive employee engagement, communicate goals, measure and acknowledge achievements, inspire collaboration and motivate teams.

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Topics: Performance Management, Workforce Optimization, Customer Service, Customer Experience, Productivity,, Loyalty, Analytics, Gamification, customer engagement optimization, employee engagement, Training

Let’s Not Forget the Value of People and Processes

Posted by Jerry Silva - Global Banking Research Director, IDC

Apr 20, 2015 12:08:47 PM

As an industry analyst, I speak and write about a number of significant trends in the financial services industry. And lately that means covering “big” topics like core banking replacement, digital channels and the need for customer (re)engagement. These are all important discussions to have in the quest for nothing less than transformation of the banking business, but there are some topics that I feel aren’t covered to the extent they should be.

As we talk about making changes to the bank’s back-end systems and the digitization of everything from the branch to the mobile channel, we should not underestimate the importance of the people and processes that connect these technologies to the customer. In my mind, enhancing the capability of the workforce, and quantitatively capturing the steps it takes to deliver products and services to the consumer, is one of the most effective ways any institution can see immediate and measurable improvements in such metrics as cost, speed to market, customer service and employee satisfaction.

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Topics: Branch Office Operations, Workforce Optimization, Customer Service, Customer Experience, Bank and Financial Services, Mobile, customer engagement optimization, employee engagement, Dashboards, back office workforce optimization, digital

Voice Biometrics Helps Improve the Customer Experience

Posted by Susanne Pitts

Apr 17, 2015 2:27:56 PM

Screen_Capture_blue_cubes_resizedIn a feature earlier this month, Biometric Update put the spotlight on Verint’s announcement that it has added voice biometrics capabilities to its enterprise workforce optimization solution—one of many significant enhancements and advancements that extend the company’s Customer Engagement Optimization vision.

This embedded voice biometrics technology helps improve the customer experience and reduce fraud-related losses and call handle time.

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Topics: Customer Service, Customer Experience, voice biometrics, customer engagement optimization

Today’s Branches – Bigger Isn’t Always Better

Posted by Jenni Palocsik

Apr 15, 2015 2:41:16 PM

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As consumers, we’ve been taught that bigger—or more—is always better. More money. Bigger houses. Larger data plans. All-you-can eat buffets.

However, this is not true when it comes to today’s banking branches—bigger is not always better. In fact, it’s not the size that actually matters.

Consumers depend on their banks to provide easy access to their money, enabling them to complete transactions, ask questions and learn more about other options for banking services that help them “do more.”

And, although more people are using digital channels such as mobile and online banking to check their balances and perform some of their routine banking transactions, people continue to use bank branches regularly, too.

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Topics: Retail Financial Services, Branch Office Operations, Contact Centers, Customer Service, Customer Experience, Retail Banking, Bank and Financial Services, Mobile, customer engagement optimization

Everybody, Somebody, Anybody and Nobody

Posted by Graeme Gabriel - Strategic Back Office Workforce Optimization, EMEA

Apr 14, 2015 12:06:00 PM

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You may have heard the story about four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that because it was Everybody's job. Everybody thought that Anybody could do it, but Nobody realized that Everybody wouldn't do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

Now while that story appears to be a bit of fun, it does highlight the danger that operations are exposed to in an environment where silos exist, with very little visibility across functional areas.

It’s sometimes estimated that between 10 and 20 percent of all the transaction volume in a contact centre is the result of execution issues in the back office.

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Topics: Enterprise Workforce Optimization, Back-Office Operations, Performance Management, Desktop and Process Analytics, Workforce Management, Customer Service, Customer Experience, customer engagement optimization, contact center workforce optimization, back office workforce optimization, Quality Management

Perception vs. Reality - Employee Productivity Myths Part 2

Posted by Mary Lou Joseph

Apr 13, 2015 2:33:53 PM

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In our first blog discussing the webinar we held earlier this year with Harvard Business School Professor Francesca Gino, Debunking Employee Productivity Myths, we addressed two decision-making biases that impact employee productivity: A bias for action and a bias for completion.

This second blog addresses the next two biases: an outcome bias and a “self-inflated” bias.

Outcome Bias

We have all likely fallen into the trap where we judge a person’s productivity or contribution based on the final results. This may be the number of items produced, rather than considering the impact the situation had on that performance or the process used to reach that outcome.

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Topics: Back-Office Operations, Performance Management, Contact Centers, Productivity,, contact center workforce optimization, productivity visualizer, work allocation manager, back office workforce optimization, employee productivity

Verint Speakers Go Global Once Again in April

Posted by Susanne Pitts

Apr 10, 2015 2:33:41 PM

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Verint Back Office Webinar 

April 7

Verint’s Steven Verbesselt, EMEA back office specialist, will discuss the major challenges facing organizations in their back offices due to a lack of visibility on tasks, resources and processes at 15:00 CEST. Steven will demonstrate ways to optimize the back office and identify how to help improve efficiency and effectiveness.

Frost & Sullivan Executive MindXchange Customer Contact 2015, East

April 14, 2015; Ponte Vedra Beach, Florida

Verint’s Scott Hays, vice president, global solutions marketing, will co-present “Smarter Engagement—Data-Driven Insights for More Personal, Productive and Predictable Customer Engagement” at 1:05 p.m. ET. Innovative companies are raising the bar on customer experiences, often exceeding their customers’ expectations and making things tough for their competitors. This interactive session will discuss how organizations can optimize customer engagement to help drive such outcomes as greater customer loyalty, more operational efficiency and increased revenue.

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Topics: Back-Office Operations, Speech Analytics, Customer Experience, Loyalty, operational visibility,, customer engagement optimization

Smarter Engagement – Better Apps, Less Effort

Posted by Scott Hays - Vice President, Global Solutions Marketing

Apr 9, 2015 1:28:13 PM

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It seems like everything is getting smarter—smarter phones, smarter cars, smarter appliances, and the list goes on. More and more, the machines we use—more precisely, the software applications running on them—are better at meeting our needs and our desire to get something done right now, no matter where we are.

The expectation now is that if some pertinent information about who we are, where we are, and what we want to do could be “known” by an app or person—and we’ve given authorization to access it—then it should be “known” by the app or person and should then be used to help me get things done. When it works, it’s eerily convenient. It’s less effort for the customer and the employee.

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Topics: Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, employee engagement, employee productivity

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