Coming Together at Driving Innovation 2015

Posted by Mike Carroll

Dec 17, 2014 2:08:17 PM

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Coming together is what Driving Innovation 2015, the Verint Systems Global Customer Conference, is all about. Registration is now open, so be sure to take advantage of early-bird registration discounts!

It’s about Verint and KANA coming together to provide you with solutions to help you optimize your customer engagement. It’s about you coming together with peers and industry experts to share ideas and best practices. It’s about you coming together with Verint and KANA executives in one-on-one sessions. And, it’s about all of us coming together in Las Vegas to help transform customer engagement.

This four-day conference, which takes place from June 8-11 at the Paris Las Vegas Hotel in Las Vegas, Nevada, includes best practices, training, interactive breakout sessions, and an entire community of customer, Verint and KANA experts focused on helping organizations optimize their customer engagement.

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Topics: Driving Innovation, Customer Experience, customer engagement optimization

Keep It Simple, Survey (Author)!

Posted by Sean Mahoney

Dec 16, 2014 2:30:10 PM

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In my last post I emphasized the need to prevent getting “journey-jammed,” focusing too much on a goal too large to handle all at once. Here I’d like to comment on the tactical resolution to getting good, viable data from each journey.

First, don’t do a survey

Seems counterintuitive, coming from someone whose job is to run customer experience research projects, I agree. And yet, it is still true. Before you begin a new survey project, identify your available resources. Does the data you’re looking to capture in the survey live in a CRM, HRIS or other corporate resource? If the data is current, there’s no need for a survey. If not, a survey can actually be quite helpful, so proceed!

If you must, you must do it well

The elements of a good survey include personalization, contextualization and consistency.

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Topics: Customer Feedback Surveys, Enterprise Feedback Management, Customer Experience, Survey Resources, Survey Research

Webinar: Super-Charge Your Customer Engagement Strategy

Posted by Greg Sherry - Vice President of Marketing

Dec 15, 2014 12:15:51 PM

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Many organizations are facing increasing customer demands for higher quality of service, personalized engagement, and an easy, integrated way of doing business. Are you? If so, we invite you to learn more about an Engagement Management offering that can help super-charge your customer engagement strategy.

Are you ready to engage your customers more effectively to keep them for the long term? The combined customer engagement optimization solutions of Verint and KANA, a Verint Company, can help provide today’s enterprises with Actionable Intelligence® to address three key aspects of engagement: enriching customer interactions, optimizing the workforce, and improving enterprise processes. 

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Topics: Speech Analytics, Desktop and Process Analytics, Enterprise Feedback Management, Customer Experience, customer engagement optimization, engagement analytics

Viewing a Customer Feedback Survey in Quality Monitoring

Posted by John Wilhite - Application Learning Consultant

Dec 12, 2014 12:21:00 PM

Tech_Tip_image_blue_shapes_arrows_resizedAre you using Verint Quality Monitoring as part of your Verint Workforce Optimization solution? If so, did you know that if Customer Feedback is set up to be integrated with Quality Monitoring, a survey can be imported and viewed within Quality Monitoring?

You can search for a survey in Quality Monitoring as an evaluation—all surveys in QM will begin with a CF prefix (example: 1_CF_Customer Service Survey). The surveys can also be used in evaluation reporting.

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Topics: Quality Monitoring, Customer Feedback Surveys, Workforce Optimization

Framing the House of Customer Engagement Optimization

Posted by Scott Hays - Vice President, Global Solutions Marketing

Dec 11, 2014 3:01:33 PM

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Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit of news can sometimes blow a budget, but it’s reassuring to know that the home has structural integrity and that you can keep it intact with a bit of planning and engineering.

Big ideas need support as well. Every great concept or endeavor can be supported by a few key tenets that are often described in very physical terms: the pillars of this, the building blocks of that, the legs of a stool. The metaphor is that the idea needs to be supported by foundational elements that are sturdy and resilient to assaults on their structural integrity.

In the world of business, I like it when a big-brained thinker takes an idea and supports it with three or more points that uniquely contribute to the stability of the structure and aesthetically work well together, bringing a sense of unity and harmony to the concepts.

And, I give bonus points for alliteration.

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Topics: Workforce Optimization, Customer Experience, Loyalty, customer engagement optimization, employee engagement

Voice of the Customer Evolution

Posted by Greg Sherry - Vice President of Marketing

Dec 9, 2014 2:12:00 PM

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Enriching customer interactions, optimizing the workforce and improving enterprise processes are primary goals for many organizations today as part of a comprehensive customer engagement optimization strategy. I recently met with a Verint customer, one of the leading online resources for family history and genealogy. I was impressed by the deliberate and creative project they undertook as part of their optimization journey.

They called the project “Voice of the Customer Evolution,” and the primary goal was to funnel customer insights and the voice of the customer to various parts of their organization, including marketing, product teams, social/community and the analytics group. They wanted to better understand contact drivers and costs within lines of business in order to improve member experience and efficiency.

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Topics: Voice of the Customer, Speech Analytics, Contact Centers, Voice of the Customer Analytics, Workforce Optimization, Customer Experience, customer engagement optimization, engagement analytics

Top Challenges Shared by Retail Banking Execs

Posted by Jenni Palocsik

Dec 8, 2014 2:18:52 PM

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During the BAI Retail Delivery conference in Chicago last month, I had the opportunity to sit down with several retail banking executives and hear about their branch transformation initiatives—as well as some of the challenges they are tackling.

Although the size and geographic footprint of their financial institutions varied somewhat, the changing nature of consumer interaction preferences and sense of urgency around the need to evolve their branches in response were very consistent.

Balancing short-term vs. long-term strategies

Several executives shared their perspectives on planning and budgets. They are being asked to plan several years out or more; however, expected customer changes are happening more quickly than many banks can effectively plan for or deliver.

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Topics: Retail Financial Services, Branch Office Operations, Customer Service, Customer Experience, Retail Banking, Bank and Financial Services

Mission: CX

Posted by Alain Stephan - Global Vice President, Customer Analytics

Dec 5, 2014 3:10:53 PM

Customer experience professionals are a unique breed. Most days probably feel more like being an IMF secret agent from Mission: Impossible than a CX leader. It can be overwhelming, but you’re a pro and are passionate about your customers.

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So we know you’ve got the right stuff for the job … but how do you transform your CX goals into results?

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Topics: Voice of the Customer Analytics, Customer Experience, Analytics, Big Data, customer engagement optimization, employee engagement, Customer journeys

Verint Tech Tip: Capturing ATM Transactions Using an SR Device

Posted by Matt Marshall - Sales Engineer, Video and Situation Intelligence Solutions

Dec 4, 2014 4:10:00 PM

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One of the biggest advantages of Verint’s EdgeVR is the ability to capture ATM transaction data and marry it to corresponding video. Setting up this capability in an EdgeVR is a quick and easy three-step process.

First, you need to be able to see the transactions. That means you need to make sure the network switch, into which the ATM and SR device are plugged, is programmed to Span Ports. Usually this requires a quick discussion with the organization’s IT group to understand the purpose and limitations of the SR device.

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Topics: Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Network Video Recorders, Video and Situational Intelligence, video analytics

Verint Speakers Featured in December

Posted by Susanne Pitts

Dec 1, 2014 2:03:50 PM

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Today Verint announced its participation in December conferences and webinars:

The Customer Journey Made Simple

December 4; Webinar with DMG Consulting

Verint’s Alain Stephan, global vice president, customer analytics, and DMG Consulting’s Donna Fluss will present “The Customer Journey Made Simple” at 1 p.m. ET. Stephan and Fluss, a highly regarded industry expert, will cover customer analytics best practices and how organizations can simplify the customer journey and overcome obstacles that lead to organizational silos. Attendees will learn how to quickly get to—and act on—the data that matters most while gaining insights into past and present interactions in order to anticipate future needs and requirements.

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Topics: Voice of the Customer Analytics, Customer Satisfaction, Customer Experience, Analytics, customer engagement optimization, Customer journeys

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