Where Do You Work?

Posted by Bill Durr

Nov 20, 2014 2:57:00 PM

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Shakespeare once suggested that the labels we give things don’t really matter. While it is futile to word-duel with the Bard, I suggest he may be wrong. The words and the labels we give things matter.

For example, take the name of a common workplace in our industry.  For many of you, the answer likely is "contact center." Yet I recall a time when the common answer would have been "call center." And, while I can't quite recall exactly when the name began to shift from one to the other, I certainly do recall why the name changed—these workplaces weren't just about phone calls anymore.

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Topics: Contact Centers, Customer Experience, customer engagement optimization, employee engagement, omnichannel

A Thousand Customer Journeys Start With One Phone Call

Posted by Sean Mahoney

Nov 19, 2014 11:18:24 AM

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I love to read—I’m voracious. From the sides of the morning cereal box, to magazines, to books, to blogs, to tweets, and back again—I’m reading. If I have more than 30 seconds between tasks, you’ll find me head-down reading on my iPhone. No shock, then, that I consume quite a few business books—two of my favorites are “Raving Fans” by Ken Blanchard and “The Effortless Experience” by Matthew Dixon.

The former uses an engaging story and voice to communicate simple methods to address complex and often costly business decisions. The latter highlights in fine detail the costs of ignoring the customer, and key strategies to deploy to mitigate unnecessary friction between businesses and customers.

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Topics: Customer Feedback Surveys, Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, Customer journeys

Safe City Programs Spread Around the World

Posted by Courtney Mamuscia

Nov 17, 2014 3:25:39 PM

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Around the globe, new Safe City programs are being initiated every year. Cities both large and small are looking at ways in which they can unify the efforts of various public agencies, such as police and transportation, while also maximizing the usefulness of video surveillance, GIS mapping and other modern tools, such as social media.

Take for example the city of São Bernardo do Campo, located in the Brazilian State of São Paulo. Like any large city, São Bernardo faces its share of challenges. With more than 750,000 residents, it struggled with high crime rates, especially in its more densely populated areas.

Seeking to better ensure public safety while also improving information sharing between the city’s numerous public agencies, officials set an ambitious goal for themselves: to build a new unified command and control center that would unify four municipal agencies and create a world-class Safe City programthe first of its kind in Brazil.

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Topics: Public Safety, Video Intelligence Solutions, Video Management Software, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, video analytics

Tech Tip: Redirecting to Another Web Page Upon Survey Submission

Posted by Hilda Blasius, Product Support Engineer

Nov 13, 2014 11:01:11 AM

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Did you know that you can use Verint Enterprise Feedback Management (Version 7.1 and higher) to route participants to a website after submitting a survey? You can easily redirect to a company web site or another survey by following the simple steps below:

  • Within the survey Design tab, select the Pages tab.
  • Navigate to the End Page designer section.
  • Select the Survey Completed end page.
  • Update the Behavior drop-down menu to select Redirect to an Existing Web Page.
  • Insert the redirect URL and choose Save.

Test the survey by taking it and then submitting it. Upon submission, the survey should redirect to the URL you have specified.

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Topics: Enterprise Feedback Management, Customer Service Surveys, Survey Analysis, Survey Research, Customer Satisfaction Surveys

Omnichannel, Banking and Trying to Make Sense of It All

Posted by Jenni Palocsik

Nov 12, 2014 1:25:20 PM

As technology and customer preferences have changed, banks have expanded their operating models and added services that helped enable their customers to interact with them in new ways. Automatic teller machines (ATMs) provided another way for customers to check their balance or withdraw cash. Contact centers made it easier for customers to contact their bank without visiting a branch. Online banking and mobile banking, tablet banking and even transactions via social media have followed.

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At first, the buzzword was multi-channel. Forward-looking banks offered multiple channels or touch points for customers to do their banking—which soon became customers’ expectations. Then the discussion shifted to integrating multiple channels.

Then the bar was raised. As more innovative retailers began introducing online shopping sites that shared information with their contact centers and brick-and-mortar store networks, customers were able to browse or start their purchase in one location and complete it in another. Online chat and co-browsing also gave the option for a personalized experience with a live customer service agent assisting customers with their transactions.

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Topics: Retail Financial Services, Customer Experience, Retail Banking, fraud prevention, identity authentication, customer engagement optimization, omnichannel

Leading Financial Services Firm Improves Employee Engagement with BO WFO

Posted by Mary Lou Joseph

Nov 11, 2014 1:38:00 PM

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Back in 2008, a major North American financial services firm was experiencing a lot of unplanned overtime, which led to high turnover, which led to more unplanned overtime. The market was going all sorts of ways they couldn’t predict, and they found themselves in a reactive versus a proactive state.

Unfortunately, their inability to operate effectively was also impacting their customer experience—as evidenced by a higher number of customer escalations than they had previously.

So, they conducted a survey of employees in one of their largest business lines—and found something surprising. Only 30 percent of the employees handling their customers’ most important transactions rated the working environment and corporate values favorably.

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Topics: Back-Office Operations, Performance Management, Contact Centers, Workforce Optimization, Customer Experience, Productivity,, Bank and Financial Services, customer engagement optimization, employee engagement

How Retailers Can Experience Happy Holidays

Posted by Susanne Pitts

Nov 7, 2014 3:14:13 PM

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Believe it or not, it’s almost Thanksgiving. What this means for retailers is it’s almost time for an onslaught of customers with big expectations and little time (and patience).

How can retailers help ensure that customers have the positive experiences they need to stay loyal while keeping business running smoothly? It is possible to do both—really.

Verint’s Daniel Ziv, vice president, voice of customer analytics, spoke with 1to1 Media about how using mobile capabilities to enhance the shopping experience can potentially boost engagement and sales. The article also offers other tips to help retailers not just survive this season—but actually thrive.

Read more.

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Topics: Voice of the Customer, Contact Centers, Customer Service, Customer Experience, customer engagement optimization

November Offers Verint Speakers Worldwide

Posted by Susanne Pitts

Nov 6, 2014 11:53:00 AM

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Today Verint announced its participation in a variety of global November conferences and webinars:

Customer Interaction Analytics Is the “New Black”

November 5; Webcast

Verint’s Daniel Ziv, vice president, voice of customer analytics, and Firstsource’s Aparajita Gupta, vice president of customer insights, will present from 11 a.m. – 12 p.m. ET. The emergence of digital channels has given the convenience to end-customers; however, when they move between channels expecting seamless service and this does not happen, they can get disappointed and leave. Attendees will learn about global trends in customer interaction analytics, the role of speech and text analytics in emotional detection and the customer journey, approaches for deriving actionable insights from customer interactions, and how to reduce customer effort and cost to serve.

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Topics: Voice of the Customer, Retail Financial Services, Branch Office Operations, Speech Analytics, Text Analytics, Workforce Management, Voice of the Customer Analytics, Customer Service, Customer Experience, Retail Banking, fraud prevention, customer engagement optimization, employee engagement, omnichannel

Raising the Integrity Bar in Trading Compliance: Verint and Truphone

Posted by Robert Simpson - Vice President, Financial Trading

Nov 5, 2014 9:54:00 AM

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It is becoming increasingly clear that the need to deter bad behaviour on the trading floor is intensifying. In an October 27 online Reuters article, the Deputy Governor of the Bank of England stated that financial market scandals are not limited to a few “bad apples”—but instead are more far-reaching and that further regulation designed to deter bad behaviour was inevitable.

A more comprehensive monitoring and compliance regime is seen as a critical plank in the “deterrence strategies” of leading central banks and regulators. 

This strategy can be translated into a set of requirements to help ensure more effective access and analysis of data associated with a trade, and more effective regulatory compliance overall. 

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Topics: Financial Compliance, Recording, Bank and Financial Services, Mobile, financial trading

Verint Wins IBM Big Data & Analytics App Throwdown

Posted by Susanne Pitts

Oct 31, 2014 2:37:28 PM

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IBM chose Verint as the winner of the IBM Big Data & Analytics App Throwdown at IBM Insight 2014 this week! Verint was recognized for our cloud-based solution for capturing engagement analytics which provides insights for our customers to view and improve their customers’ experiences. Finding innovative ways to optimize customer engagements is our constant focus.

Many thanks to IBM! Read more.

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

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