Customer Experience and the Brand Promise

Posted by Greg Sherry - Vice President of Marketing

Jul 29, 2014 11:19:14 AM

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I recently had lunch with a Verint customer who is a senior vice president of customer advocacy at a global software company. He outlined how delivering a superior customer experience should be at the heart of an enterprise strategy for growth and sustainable success. He discussed the importance of people, processes and omni-channel strategies in determining and executing this vision—he also explained what he thought a true customer experience strategy entails.  

His primary belief is that organizations can create a relevant and differentiated experience by closely linking the organization’s brand with the customer experience strategy, along with “the right people, with the right attitude, in the right environment.”

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Topics: Marketing & Customer Care, Speech Analytics, Text Analytics, Workforce Optimization, Customer Satisfaction, Customer Service, Customer Experience, NPS

Customer Engagement Optimization – and the Bank Branch

Posted by Jenni Palocsik

Jul 28, 2014 11:41:08 AM

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If you asked consumers what types of services or transactions they need a bank branch to provide, you’d receive a wide range of answers. The way that people bank today is very different than it was ten years ago, with greater use of next-generation ATMs, mobile and digital channels—and fewer visits to the branch.

However, recent reports reinforce the integral need for bank branches, even as they predict that the number of bank branches and the size of branch networks will decline to accommodate changes in consumer preferences.

As part of their ongoing transformation, retail banks need to think more strategically about their branch networks—not focusing just on transactions or customer service, but on how they can analyze large volumes of customer interaction data across multiple channels for trends, issues, customer preferences, etc.

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Topics: Retail Financial Services, Performance Management, Desktop and Process Analytics, Workforce Management, Customer Experience, Survey Research, Retail Banking, Bank and Financial Services, customer engagement optimization

Upcoming Webinar: Applying Smart Video to Harness Big Data

Posted by Courtney Mamuscia

Jul 24, 2014 10:59:00 AM

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In the world of enterprise business systems, is there such a thing as too much information?

Absolutely, especially given that today’s enterprise business data is often combined with information from other sources—such as social media. The result is a wealth of data that many companies simply have no idea how to use.

To make sense of it all, enterprises can now leverage video solutions that provide intelligence they can really use by presenting information in a streamlined way. Such smart video solutions are helping enterprises use big data to thwart security threats and respond to incidents faster than ever before.

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Topics: Video Intelligence Solutions, Video Management Software, Security Solutions, Video and Situational Intelligence, Big Data, video analytics

Capacity Plans: Where Do They Fall Short?

Posted by Mary Lou Joseph

Jul 23, 2014 12:22:00 PM

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Most organizations conduct a capacity planning exercise—whether it’s once a year, quarter or month. At a minimum they have three components: 1) a broad sweep estimate of the various types and volumes of work performed; 2) a calculation of the number of people needed to conduct the work; and 3) a budgetary reconciliation of those numbers.

Each department is either asked to create their own plan, which Finance reviews and modifies, or the department is simply given a number from corporate with which they have to work.

It sounds pretty straightforward. However, can you tell what’s missing?

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Topics: Enterprise Workforce Optimization, Back-Office Operations, Workforce Management, Workforce Optimization, Strategic Planning, Capacity

"Pump Up" Your Quality Assurance Program

Posted by Susanne Pitts

Jul 22, 2014 4:38:00 PM

The need for agents to provide the best service possible continues to intensify in this day and age of choices and instant communication. How can organizations keep up?

Traditional "side-by-side" monitoring has long involved a supervisor listening to an agent's call and evaluating the performance in real time. While this can provide helpful feedback, a way that can potentially offer faster feedback that can be quickly applied is called analytics-driven quality monitoring.

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Topics: Voice of the Customer, Speech Analytics, Text Analytics, Quality Monitoring, Voice of the Customer Analytics

Bridging the Gap

Posted by Richard Bennett

Jul 21, 2014 1:44:41 PM

I recently had the opportunity to spend a couple of days at the Professional Planning Forum’s (PPF) annual conference in Brighton. This year’s theme was “Bridging the Gap – People Build Success” and focused on the importance of engagement in order to drive improvements across organizations.

As part of the opening keynote, they introduced their new “5 Steps to Success” model.

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Topics: Back-Office Operations, Workforce Management, Customer Service, Customer Experience

Keeping the Banking Industry Protected

Posted by Courtney Mamuscia

Jul 17, 2014 9:45:00 AM

Bank_pic2Our nation’s financial institutions hold a unique place in our everyday lives. As the guardians of untold amounts of wealth, banks, credit unions and even ATMs are also highly susceptible to a constant barrage of attempted theft and fraud. And, criminal tactics continue to evolve. That’s why financial institutions require leading-edge safety and security technology to help ensure that every customer, employee, facility and dollar is guarded.

Verint provides comprehensive solutions to banks and credit unions to help deter fraud and crime, speed up investigation time and even streamline operations. Our technology is used throughout the world to improve situational awareness, safety and security, help ensure regulation and compliance standards, and more.

Every organization has different needs and challenges. Let’s take a look at two of our recent deployments in the financial industry, as well as their goals and results:

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Topics: Video Management Software, Network Video Recorders, IP Cameras, Security Solutions, Video and Situational Intelligence, Bank and Financial Services, fraud prevention, Situation Management

Tech Tip: Formatting Tips for Surveys

Posted by Jamie Kolsky - Product Support Associate

Jul 15, 2014 4:12:38 PM

Are you having difficulty formatting your surveys in Verint® Enterprise Feedback ManagementTM (Version 7.1 and higher)? Are the font styles and sizes changing from question to question, or does something just not seem right? If the answer is yes to any of these questions, it likely means there is text in your survey with bad formatting. The number-one cause is copying and pasting text directly from Microsoft® Word.

To help prevent this issue, copy and paste your text into a plain text editor such as Notepad, which will strip all formatting from the text. You can then copy the text from the plain text editor into the survey software.

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Topics: Customer Feedback Surveys, Enterprise Feedback Management, Customer Satisfaction Surveys

Is Your Organization Ready for the Truth?

Posted by Nicole Nevulis

Jul 14, 2014 3:47:00 PM

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As organizations strive to make sound decisions to stay competitive, gaining helpful insights from data becomes more important than ever. How comfortable are you that your organization’s data can paint an accurate picture of what’s really happening?

Verint’s Nicole Nevulis, senior manager, back office workforce optimization, described to Operational Excellence by Design the importance of having “one version of the truth”—the sole source for operating data upon which to measure performance and consider options.

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Topics: Back-Office Operations, Workforce Management, Workforce Optimization, Big Data

Experience Verint’s Best-in-Class Integrator and End-User Training

Posted by Rachael Toll, eLearning Program Manager

Jul 10, 2014 11:00:00 AM

In the dynamic, fast-paced security industry, effective training can mean the difference between success and failure. We understand that education plays a vital role in the successful deployment and operation of our solutions, so we offer a best-in-class training platform for both integrators and end users with the goal of helping to develop the skills needed to maximize the functionality of our Video and Situation Intelligence portfolio and help offer an excellent return on investment.

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Topics: Video Management Software, eLearning, Security Solutions, Video and Situational Intelligence

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