Big Data - Getting Smarter with Customer Engagement

Posted by Kristyn Emenecker

May 29, 2015 11:40:00 AM

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Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

The proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner. However, what is described above isn’t a totally unreachable utopia—it is the result of a smarter customer engagement strategy.

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Topics: Speech Analytics, Contact Centers, Text Analytics, Desktop and Process Analytics, Workforce Optimization, Customer Service, Customer Experience, Analytics, Big Data, fraud prevention, customer engagement optimization, employee engagement, Customer journeys, contact center workforce optimization, Real-time guidance

Making Data Actionable

Posted by Nicole Nevulis

May 26, 2015 3:09:02 PM

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I’m going to share my top three tips for making data actionable and helping all levels of your organization understand the story the data is telling. These tips include how to:

  1. Filter big data for the relevant data points
  2. Create a framework to “operationalize” the data
  3. Identify the data levers that give context and meaning to the data.

Tip One: Filtering Big Data

Keep your data story simple by applying ARC:  

A – Actionable. The output needs to compel the user of the data to do something meaningful and impactful.

R – Relevant. People need to be directed to the key data that will have the greatest impact on achieving their goals.

C – Consumable. The data needs to be presented in a manner that is easy to comprehend.

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Topics: Back-Office Operations, Contact Centers, Workforce Optimization, Big Data, Dashboards, contact center workforce optimization, back office workforce optimization, Data Quality

Tech Tip - Gaining Insight from User Role Reports

Posted by Ginger Montgomery - Application Learning Specialist

May 21, 2015 3:08:00 PM

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Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights?

Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment.  

First, log in and select Reports, and under Requests and Results, select Parameters.  On the left-hand side, you will see User Role as a parameter. Highlight User Role, and then select the desired employee filter and date.

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Topics: Contact Centers, Workforce Optimization, Call Centers, contact center workforce optimization, reports

How Safe Is Your City?

Posted by Kevin Wine

May 20, 2015 2:02:22 PM

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In part two of the Safe City blog series, we explored how situational awareness allows officials to accurately assess and respond to a range of threats to their cities. Today, we’ll present key factors you can apply to your own city to assess the current level of safety and security.

Gaining context over your city’s security status can be a significant challenge. It is vital to first take inventory of your municipality’s strengths, weaknesses and potential security breaches. For example, how prepared is your city to respond in the event of a natural disaster? Does your city have the necessary tools to quickly assess the needs of the community and mobilize resources to quickly respond?

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Topics: Public Safety, Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Physical Security Management, Network Video Recorders, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, Analytics, video analytics, Safe Cities

(Data) Corruption Running Rife in the Public Sector

Posted by Bob Mann

May 18, 2015 2:20:51 PM

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A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer,” is intrinsically linked to the optimization of customer engagements.

This report cites modeling that shows a 10-percentage point increase in a company’s Customer Experience Index score could drive loyalty revenue exceeding $1 billion. And, having accurate customer data goes a long way in improving your Customer Experience Index score.

I agree. Clearly in the public sector, “loyalty” is not as relevant a concept, and revenue-generation opportunities are limited. What is clear, however, is the strong connection between data quality and operational efficiency in public sector organizations, with data owners fighting a continuous battle to keep that data clean and leverage the content to better serve the citizen. The Forrester report also cites direct links between bad data and employee productivity, operational costs and compliance issues.

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Topics: Customer Service, Customer Experience, Big Data, customer engagement optimization, Government, Public sector, Government and Public Sector, Master Data Management, CRM, Customer Relationship Management, Data Quality

A Little Data Can Have a Big Impact on Customer Engagement

Posted by Daniel Ziv

May 14, 2015 11:42:00 AM

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Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers.

I recently spoke with Customer Experience Report about an experience I had at a Japanese hotel where employees applied the data they had about me and presented me, at my breakfast table, with a black swimming cap I didn’t even realize was missing. Imagine my happiness when I realized I would not have to turn my room upside down looking for it later.

What did they do that was so special?

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Topics: Customer Satisfaction, Customer Service, Customer Experience, Big Data, customer engagement optimization, omnichannel, digital

Verint Adds Major Enhancements to Its Customer Engagement Optimization Platform

Posted by Dick Bucci - Principal, Pelorus Associates

May 12, 2015 11:16:00 AM

Following the launch of Verint’s next-generation customer engagement optimization platform last year, it added more major enhancements in March. The new platform represents a significant lift from traditional workforce optimization platforms, which are often more limited in their ability to serve today's omnichannel communications environment.

Customer engagement is based on two important underlying drivers: the primacy of customer and employee retention as top goals of the enterprise, and customer expectations of a more personalized and consistent experience across service channels. Examples of customer engagement practices include rewards programs, proactive outbound communications, and empowered customer-facing personnel.

The Verint customer engagement optimization architecture maintains the same single platform design and superior levels of integration that have long been Verint hallmarks. Enhancements added in the March 2015 release include technology that speeds response time, adds analytical power, and a fresh user interface that makes the applications easier to use and administer.

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Topics: Enterprise Workforce Optimization, Speech Analytics, Contact Centers, Desktop and Process Analytics, Workforce Optimization, Customer Service, Customer Experience, Productivity,, Loyalty, Analytics, fraud prevention, identity authentication, customer engagement optimization, omnichannel, Personalization, contact center workforce optimization, Customer Feedback

Expected and Unexpected Benefits from Performance Management

Posted by Mary Lou Joseph

May 11, 2015 1:11:14 PM

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A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards (Leading Financial Services Firm, Does Kindergarten Belong in Business, Vision Insurer Enhances Employee Engagement), and this healthcare insurer is no different.

They’ve reduced non-production time by seven percent, reduced overall costs while handling increased volumes, and increased employee engagement ratings on their yearly survey. Survey comments attributed the increased job satisfaction to having visibility into their performance metrics and the organization’s performance against goals.

But here’s the unexpected bang for the buck. The organization now has visibility into how well their leaders coach and develop their employees. Verint’s Performance Management solution is integrated with the Coaching solution, so a manager can assign a coaching session to an employee while viewing the employee scorecard. They can then view the employee’s performance trending information and see where coaching occurred—and whether or not their metrics improved after coaching.

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Topics: Back-Office Operations, Coaching, Performance Management, Contact Centers, Scorecards, Productivity,, employee engagement, contact center workforce optimization, back office workforce optimization

You Can’t Transform Customer Engagement Without Employee Engagement

Posted by Peter Whibley

May 7, 2015 11:32:00 AM

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A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse, with the highest engagement level being in Denmark. However, that number is still only 21 percent of employees engaged—France leads the way in levels of employee disillusionment and apathy with only nine percent of employees engaged.

One of the most interesting things about the survey was how little the results had changed in the 12 annual surveys. Since 2000, the results for “Not Engaged” or “Actively Disengaged” from their workplaces have hovered consistently between 70 percent to 74 percent. Employee disengagement seems to be a long-term phenomenon.

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Topics: Desktop and Process Analytics, Workforce Optimization, Customer Service, Customer Experience, Productivity,, Gamification, customer engagement optimization, employee engagement, Training, Knowledge Management, employee productivity, Employee Satisfaction

Using Technology to Maximize the Human Touch

Posted by Kelly Koelliker

May 6, 2015 10:47:00 AM

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Now more than ever before, people are the most important asset in your contact center. It’s true that technology has advanced to the point where most simple issues can be resolved digitally without an employee’s involvement. However, this means that when a customer does need to speak or chat with an agent, issues are highly complex—and customers are often more frustrated than ever.

Turning these negative interactions into positive ones requires relying on the soft skills and deep knowledge of an excellent service representative to provide a meaningful, personalized experience. However, good hiring practices are not all you need to make these employees successful. Empowering your agents with the right set of tools can make a dramatic impact in their ability to provide the quality of service customers expect.

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Topics: Contact Centers, Workforce Optimization, Customer Service, Customer Experience, customer engagement optimization, Knowledge Management, Unified Agent Desktop

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