Knowledge Management: The Journey IS the Destination

Posted by John Chmaj

Feb 12, 2016 11:01:42 AM

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Knowledge management (KM) is a well-accepted practice for organizations that want to develop and use their information assets as effectively as possible. What is often not as well understood is the ongoing effort and focus required to achieve the full measure of these benefits.

The KM Lifecycle: Evolving Knowledge Management as a Core Competency

Knowledge management is a core competency, a fundamental way of doing business that requires vision, expertise, specific methodology, targeted resources and organizational commitment, as well as enabling technology. Companies that achieve the greatest results from KM are those that are in it for the long haul.

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Topics: Contact Centers, Customer Service, Customer Experience, customer engagement optimization, employee engagement, Knowledge Management, Call Centers, employee productivity, Employee Satisfaction, Engagement Management

Employee Engagement and Better Customer Engagement in 2016

Posted by Oren Stern, Senior Vice President, Product Strategy, Verint and Gal Rimon, Founder and CEO, GamEffective

Feb 10, 2016 12:29:00 PM

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Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

After all, those are the people who serve your customers and help determine if they stay loyal or not. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

One element of employee engagement is setting goals—tracking workforce key performance indicators (KPIs), such as conversion, customer satisfaction and more. KPIs can be set to define ranges of “good” performance, while the overall score can help drive a balanced achievement of KPIs.

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Topics: Coaching, Performance Management, Contact Centers, Workforce Optimization, Customer Satisfaction, key performance indicators, Customer Service, Customer Experience, Loyalty, Analytics, Gamification, customer engagement optimization, employee engagement, Call Centers, digital, Customer Feedback, Internet of Things

Joining the Self-Service Revolution

Posted by Kelly Koelliker

Feb 9, 2016 12:19:00 PM

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Web self-service is the most widely used communication channel for customer service, surpassing the use of the voice channel for the first time.1 Not only is having a website in today’s marketplace a requirement, but your company’s website must also be an effective channel for handling customer service inquiries.

Well-executed web self-service can offer tremendous benefits for customers, employees and organizations. Customers can get quick answers in the channel of their choice, employees spend less time repeating simple answers, and organizations can save money by leveraging a low-cost channel.

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Topics: Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, Mobile, customer engagement optimization, omnichannel, Knowledge Management, Call Centers, Engagement Management, self-service

Top 3 Uses for Desktop and Process Analytics

Posted by Craig Seebach - Vice President, Back Office Workforce Optimization

Feb 8, 2016 2:52:00 PM

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Desktop and Process Analytics have been around for a while now—this valuable tool set has a myriad of uses. And yet, many are narrowly focusing their use of it.

We see many of our customers using the solution to solve three common problems:

  1. Stop/resume recordings for Payment Card Industry (PCI) compliance and data tagging recordings for easy retrieval
  2. Analyze application usage
  3. Monitor and improve time spent in production applications

What many are missing is the opportunity to use the same licenses they have for, say, PCI compliance to help improve the productivity of their employees.

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Topics: Back-Office Operations, Contact Centers, Desktop and Process Analytics, employee productivity, Operations Visualizer, PCI compliance

Legendary Sports Agent and Entrepreneur Molly Fletcher to Keynote at Engage 2016

Posted by Laurie Wickham

Feb 3, 2016 3:31:55 PM

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Attendees at Engage 2016, the Verint Systems Global Customer Conference, will be in for a special treat at the event in Chicago in late June. Molly Fletcher, referred to as the “female Jerry Maguire” by CNN, will deliver a keynote presentation on “Unleash Your Potential” at 10 a.m. on Tuesday, June 28.

In this dynamic session, Fletcher will discuss how a crisis can actually help create positive change in our lives. She will share the tools and tactics that helped her build her successful career as a top sports agent—and now as a successful entrepreneur.

As she shares lessons learned from some of the top athletes and coaches in the game, Molly will outline the five-step process to unleashing individual potential and achieving peak performance.

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Topics: Customer Satisfaction, Customer Experience, customer engagement optimization, Engage

Verint Speakers: Meeting Rising Expectations and Why Bad Things Happen to Good Data

Posted by Susanne Pitts

Feb 2, 2016 2:19:00 PM

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destinationCRM.com Roundtable Webinar

February 10; Webinar

Verint’s Scott Hays, vice president, global solutions marketing, will present as part of a roundtable called “How to Meet Rising Customer Service Engagement Expectations” at 2 p.m. EST. It’s growing increasingly clear that people want today’s customer service environments to help them get things done right—and fast. So, what does this mean for multichannel customer service and support environments?

Some of the topics Webinar attendees will learn about include:

  • Understanding the changes in customer expectations and the challenges in meeting them
  • Enabling all agents to become customer engagement experts
  • Making interactions faster and experiences more effective
  • Enabling interactions across all channels to be more productive, personalized and predictable.

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Topics: Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, Big Data, customer engagement optimization, omnichannel, Personalization, Call Centers

Omnichannel Customer Engagement Must Consider the Branch or Store Employee

Posted by Jenni Palocsik

Feb 1, 2016 10:10:15 AM

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When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started with a call into the contact center or a visit to the website. Perhaps the issue is more complex than can be completed through an online or self-service channel.

Many financial institutions have fully developed their multichannel approach to banking and can do it very well. By definition, multichannel means that a customer can interact with a company on multiple channels—assisted or self-service. And, in the case of retail banking, insurance, retail and some other industries—also in a physical store or branch.

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Topics: Retail Financial Services, Branch Office Operations, Contact Centers, Customer Service, Customer Experience, Bank and Financial Services, customer engagement optimization, omnichannel, Customer journeys, Personalization, Knowledge Management, Call Centers, digital, Unified Agent Desktop, self-service

Connecting the Data Points for Better Response

Posted by Kevin Wine

Jan 29, 2016 11:14:23 AM

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The volume, velocity and variety of data are increasing like never before, so how do we take this data and turn it into actionable intelligence? I’ll share an example where a tragedy might have been prevented had the pieces of the data puzzle been put together.

In February 2010, Andrew Joseph Stack III, crashed a small plane into an IRS building, just seven miles northwest of the State Capitol in Austin, Texas, killing himself and an IRS employee, and injuring several others. It took investigators more than 24 hours to discover that there had been a series of events leading up to the incident: a six-page manifesto to the IRS posted online, a fire at the pilot’s home, and a false flight plan filed at the airport where Stack kept his plane.

While officials responded quickly to the incident, it took a significant amount of time to identify the chain of events leading up to it. Had these critical pieces of actionable information been discovered and pieced together in advance, the event—which was later determined to be a terrorist attack—may have been prevented.

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Topics: Public Safety, Video Intelligence Solutions, Video Management Software, Physical Security Management, Video and Situational Intelligence, Physical Security Information Management, Critical Infrastructure, Big Data, video analytics, Situation Management, Safe Cities, situational awareness, security

Elevating Customer Engagement Optimization

Posted by Greg Sherry - Vice President of Marketing

Jan 28, 2016 3:16:39 PM

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Are you helping your organization drive toward the Next Big Thing?

In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence of workforce optimization (WFO) and engagement management (EM).

He highlights several underlying trends in WFO and EM markets, including expectations that engaging customers and providing them with rich, satisfying experiences—and personalized service—is one of the Next Big Things.

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Topics: Contact Centers, Desktop and Process Analytics, Enterprise Feedback Management, Workforce Management, Workforce Optimization, Customer Satisfaction, Customer Service, Customer Experience, Productivity,, customer engagement optimization, omnichannel, Quality Management, Engagement Management

Top 5 Predictions for Government and Public Sector Customer Service, Part 2: 2016 Predictions

Posted by David Moody

Jan 26, 2016 1:02:52 PM

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Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy!

1. Digital First Software Rationalization

2015 was meant to be a year of optimism but economic difficulties in countries around the globe have dampened things, leading to a cautious economic outlook for 2016 and continued austerity for many government organizations across the world.

Coupled with a focus on digital customer engagement strategies, this will drive further software consolidation, including between Web Content Management System and CRM software. In fact, as I mentioned in my review of my 2015 predictions, we have seen a few examples of this already. I expect to see more of this in 2016 and beyond.

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Topics: Customer Experience, Social Media, Big Data, fraud prevention, customer engagement optimization, Government, Public sector, Government and Public Sector, digital, Customer Feedback, Citizen Services, digital disruption, fraud detection

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