Finger on the “Pulse” of Your Customers

Posted by Nancy Porte

Apr 24, 2014 10:58:00 AM


The use of wearables—miniature electronic devices that are worn on your person—has become increasingly popular, interweaving technology into everyday life like never before. One popular type of wearable is a bracelet used for monitoring fitness activities and overall health by tracking heart rate, blood pressure, sleep time, steps taken, etc. Reading about such a device struck a chord with me recently, not just as an interesting health and fitness tool, but because the monitoring and feedback provided to the individual from the wearable device is much like the all-important and comprehensive customer insights provided to an organization by its customer experience team.

Like the fitness wearables, the customer experience program gets the organization moving! Establishing a goal and reporting progress toward that goal helps the organization focus on customer centricity. For most organizations, this is a new and different way to do business. Being customer-centric means you make daily decisions that make it easier for customers to do business with you—not the other way around.


Topics: Voice of the Customer, Customer Feedback Surveys, Customer Satisfaction, Customer Experience

Back Office WFO in Action: Southern State Department of Criminal Justice

Posted by Mary Lou Joseph

Apr 22, 2014 1:48:37 PM

The Information Technology department of a large, southern state Department of Criminal Justice had one primary goal: to improve the performance of their homegrown parole administration system (PAS). Core to the operations of the agency’s parole division, PAS helps to more effectively manage the selection of offenders for parole, the supervision of offenders released on parole, and the revocation of parole for offenders violating the conditions of their release.

Each day, between 8,000 and 10,000 people log in to PAS to seamlessly access, review, and share vital offender information and data. Given its complexity and the sheer volume of data, the system was experiencing some performance issues. The IT department was receiving complaints from users about latency and system slowness. They needed a way to identify and assess these and, most importantly, pinpoint the root causes.


Topics: Back-Office Operations, Desktop and Process Analytics

What’s Good for Your Business? A Problem Handled Well

Posted by BIll Durr

Apr 21, 2014 3:36:47 PM

First contact resolution (FCR) is often referred to as the “holy grail” metric for contact centers, from which flows the goodness of reduced contact volume, improved customer loyalty and a greater share of the customer wallet. So, it’s not surprising that most contact centers attempt to rigorously and flawlessly execute plans that drive to FCR. However, no company can ever achieve absolute perfection without turning to complete automation or transforming their employees into automatons.

Companies employ people, and from time to time those people will make mistakes. So, it’s equally important that companies have a strong service recovery posture. In fact, building a strong service recovery posture should not be seen as planning for failure or a burdened cost to bear, but rather an opportunity for the business to build a better, long-lasting relationship with the customer.


Topics: Contact Centers, Customer Service, Customer Experience, Loyalty

Verint's Nancy Porte Named a Top Influencer in Customer Experience

Posted by Susanne Pitts

Apr 17, 2014 11:33:33 AM

nancy_porteWe would like to congratulate our own Nancy Porte, Vice President, Global Customer Experience, for being named in the “2014 Top 50 Most Active Influencers in #CX – Customer Experience” by MindTouch for the second year in a row! Nancy has made a long and successful career of listening to customers and interpreting the results into applicable intelligence that works in today’s fast-moving global marketplace.

Her inclusion in this list indicates that her insights resonate across many industries. We thank her for the exceptional work she does on behalf of improving the customer experience around the world.


Topics: Customer Satisfaction, Customer Experience

Infographic: How to Increase Branch Sales

Posted by Jenni Palocsik

Apr 16, 2014 10:21:00 AM

(Click to view full infographic)


Topics: Retail Financial Services, Branch Office Operations, Customer Service, Customer Experience, Retail Banking

Speech Analytics Is Becoming Mission-Critical

Posted by Donna Fluss - President, DMG Consulting LLC

Apr 14, 2014 3:23:58 PM

In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be analyzed. It is sold by vendors who appreciate the importance of making the findings useful and actionable.


Topics: Speech Analytics, Contact Centers, Customer Experience

Nominations Now Accepted for Innovator of the Year Award

Posted by Laurie Wickham

Apr 11, 2014 4:15:00 PM


Has someone within your organization used software from Verint to increase customer satisfaction and retention, build customer loyalty, reduce costs, drive revenue, improve operational efficiencies, or heighten employee morale? Why not nominate them for the 2014 Innovator of the Year award?

Presented annually to Verint customers at our Driving Innovation global user conference, the award recognizes individuals and their respective companies for outstanding accomplishments over the past year. Awards will be presented during a general session at the conference, in the following categories:

  • Back-office Excellence
  • Branch Excellence
  • Contact Center Excellence
  • Enterprise Excellence
  • Voice of the Customer Analytics


Topics: Driving Innovation

Tech Tip: Organize Survey Titles Without Impacting the Titles Your Participants See

Posted by Daniela Shelley - Product Support Associate, EFM

Apr 10, 2014 12:24:53 PM

Did you know that you can change the title of a survey created in Verint Enterprise Feedback Management (Version 7.1 and higher) without impacting the title displayed to your participants? This can be handy for labeling surveys in a meaningful way for administration and management, while presenting participants with simpler survey titles.


Topics: Enterprise Feedback Management, Survey Research

Verint Retail Solutions Shine at Retail Asset Protection Conference

Posted by Courtney Mamuscia

Apr 9, 2014 3:00:24 PM

This week, Verint participated in the Retail Industry Leaders Association’s annual Retail Asset Protection Conference. During the show, we showcased our industry-leading loss prevention, retail analytics and situational awareness solutions, all of which help retailers to better understand customer behavior, reduce fraud and loss, and improve store operations.

Verint is dedicated to helping retailers reduce theft and fraud, while also giving them the opportunity to leverage their surveillance technology into actionable business intelligence. We provide solutions for retailers of all sizes, including IP video management software, video business intelligence applications, IP cameras, intelligent NVRs, encoders and decoders, industry-leading business system interfaces and situation management software.


Topics: Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Network Video Recorders, IP Cameras, Security Solutions, Retail, Video and Situational Intelligence, Nextiva, Big Data, video analytics, fraud prevention

Imagine If You Could Understand How Employees Use Applications

Posted by Mary Lou Joseph

Apr 8, 2014 9:44:00 AM

Imagine_If_You_Could_Understand_blog_image_to_useHow many applications do your employees use on any given day—five, ten, twenty? How many are critical to executing their work, and how many are ancillary or not even work-related?

Do you know if they are using the applications as prescribed—or have they created their own way of getting work done?


Topics: Back-Office Operations, Coaching, Desktop and Process Analytics, Workforce Optimization

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