Where Is Verint in August? All Around the World

Posted by Susanne Pitts

Aug 3, 2015 1:42:43 PM

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Summer School

August 4-27; Webinar Series

Verint experts will deliver 12 interactive webinars in August on effective ways to improve the customer experience. Designed for IT, Customer Service and Operations professionals, the webinars will examine how these long-established roles are evolving and influencing the customer experience due to changes in customer behavior and expectations. The three tracks are called “What Can Technology Do for Your Customer Experience,” “Optimising Your Workforce” and “Customer Service Excellence.”

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Topics: Speech Analytics, Voice of the Customer Analytics, Workforce Optimization, Customer Service, Customer Experience, Loyalty, fraud prevention, customer engagement optimization, Customer journeys, Government and Public Sector, digital, Customer Feedback, Engagement Management

Understanding the Cost Per Patient in the United Kingdom

Posted by Bob Mann

Jul 31, 2015 9:55:00 AM

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As a speaker at a recent Healthcare Strategy Forum, it was my great pleasure to converse with a broad cross-section of the U.K. National Health Service (NHS) community. What was evident is the stress on these organizations from the competing factors of improving patient service—driven by the strong and genuine desire from health professionals to deliver the best outcomes for their patients—vs. the pressures of ever-increasing demand for their services in an age of austerity.

While health is a “protected department” from a budget-cutting point of view, they are not protected from the rapidly aging demographic. This is causing ever-increasing numbers of patients to come in for care, which is pushing the system to its limits. Never has the motto “work smarter, not harder” been more apt.

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Topics: Customer Experience, Healthcare, omnichannel, Government, Public sector, Government and Public Sector, patient experience management

Verint Updates Speech Analytics Platform to Provide Better Insights

Posted by Daniel Ziv

Jul 29, 2015 2:39:53 PM

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How to best analyze and understand customer calls in order to serve customers better and help keep them loyal is an ongoing challenge for organizations. Verint has made that easier with its cutting-edge advancements to the Verint Speech Analytics™ solution, part of the Verint Customer Engagement Optimization™ portfolio.

"Verint began the journey on this latest version of speech analytics with an eye toward making it a game-changer," Daniel Ziv, vice president, voice of the customer analytics, recently told eWEEK.

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

The Critical Role of Employees in Today’s Digital World

Posted by Peter Whibley

Jul 28, 2015 10:45:40 AM

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Verint completed our most successful global customer conference ever this summer, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest music festivals in the world and home to 175,000 attendees for five days every June.

But, weren’t the Internet and digitization supposed to end all of this? By now, we were supposed to have replaced the need to fly to meetings and the need for face-to-face business engagements with video conferencing. We were also no longer going to attend live music events and would instead be watching events live from the comfort of our home rather than in Wellington boots in a muddy English field. Yet the conference circuit has never been healthier. And, while recording revenue has declined, live music is now the most important revenue stream for many artists.

It seems that the human need to share, participate and engage is as strong as ever, even in today’s digital world.

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Topics: Workforce Management, Workforce Optimization, Customer Service, Customer Experience, customer engagement optimization, digital

What Happens in Vegas Doesn’t Always Stay in Vegas – Part Two

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Jul 23, 2015 11:10:53 AM

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In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions. Andrew and I decided that our topic should address which technology solutions are in greatest demand in 2015, and how to get the most bang for the bucks you spend on those technology solutions.

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Topics: Speech Analytics, Contact Centers, Text Analytics, Desktop and Process Analytics, survey software, Engage, contact center workforce optimization

Following Journey Mapping’s Future Path

Posted by Susanne Pitts

Jul 22, 2015 3:12:44 PM

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Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior.

Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping, noting that it was initially used to 'find and fix' issues in delivering high-quality customer experiences. As such a program matures, customer journey maps can often be used instead to develop and plan new service and experience programs and strategies.

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Topics: Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, employee engagement, Customer journeys, Customer Journey Mapping

A Look Back at Engage – Part One

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Jul 20, 2015 1:08:27 PM

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For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get no pleasure from it and I hate losing. When the days of the $2.99 all-you-can-eat buffet and free lounge cover-band entertainment passed into history, Vegas and I parted ways. The only reason I’ll go to Las Vegas now is if business calls, as it did in June.

June was when I found myself among a select group of industry analysts and members of the press from both North and South America as guests of Verint® at its annual user conference. Formerly called Driving Innovation, the Verint event is now known as Engage in recognition of the diverse and combined Verint and KANA customer population in attendance. The four-day event took place at the Paris Hotel in Las Vegas.

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Topics: Speech Analytics, Contact Centers, Big Data, Call Centers, Engage

How to Employ a More Frictionless Approach to Customer Authentication

Posted by Amit Desai

Jul 16, 2015 10:11:23 AM

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Can caller verification really become “frictionless”? Spending 45 seconds answering security questions is friction that can turn off customers and add to agent handle time. To aid in the reduction of friction and cost, mining phone calls for actionable intelligence can help easily and securely verify callers.

You probably know how this scenario goes. You call your bank, and after 45 seconds of providing your account number, mother’s maiden name, date of birth, street address and more, you finally hear “how can I help you today?” And, if you call back an hour later, you go through the same 45 seconds … a bit like "Groundhog Day."

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Topics: Contact Centers, Customer Service, Customer Experience, voice biometrics, fraud prevention, identity authentication, customer engagement optimization, Call Centers

U.K.’s Government as a Platform Initiative Making Progress

Posted by David Moody

Jul 14, 2015 10:59:30 AM

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The U.K. government has been delivering on its Government as a Platform initiative for the past few years. But what exactly is it?

The official definition is "Government as a Platform is a new vision for digital government; a common core infrastructure of shared digital systems, technology and processes on which it’s easy to build brilliant, user-centric government services.”

Confused?

Perhaps this (really good) YouTube video provided by the Government Digital Services department will help clarify things. The main aim of the Government as a Platform strategy is to help ensure that government services are no longer built independently of each other. Rather, they should be reusable “platforms” that are built specifically for sharing by multiple departments and agencies.

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Topics: Big Data, customer engagement optimization, Government, Public sector, Government and Public Sector, digital, Customer Feedback, Citizen Services, Engagement Management

The Unknown Benefits of Gamification – Part Two

Posted by Oren Stern - Senior Vice President, Product Strategy

Jul 13, 2015 12:13:37 PM

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Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees. That helps with customer experiences and engagement, and can help reduce attrition. Gamification can assist these efforts.

Happier Employees

Making the employee the hero of their game: New views of gamification focus less on the “winner takes all” view of the leaderboard and competition. Instead, they center more on leaderboards and benchmarks that are personalized for the employee. It’s often a good practice to measure groups or individuals against a personal, custom-fit benchmark instead of a leaderboard where the same people always reach the top. In this way, a revised leaderboard—where one competes against a benchmark of oneself—is a more effective way to use gamification and one that makes the employee the hero of their story.

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Topics: Performance Management, eLearning, Customer Service, Customer Experience, Analytics, Gamification, employee engagement, Employee Satisfaction, Data Quality, Feedback

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