Small Changes with Big Impact

Posted by Mary Lou Joseph

Aug 28, 2014 10:00:00 AM

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No one will argue that change is hard. We can also all agree that to survive, we have to change and adapt.

One healthcare insurer was struggling with balancing employee autonomy with cost and service efficiencies. This insurer had a number of policies that gave employees flexibility in their workday. They could choose to start anytime between 7:00 and 9:30 a.m. They could take their breaks and lunches whenever they wanted, with whomever they wanted. So, often times, a whole department might go to lunch at the same time, leaving the phones unattended.

Unfortunately, this was causing the insurer to miss service goals and the metrics mandated by a regulatory agency. The average time to answer a call (ASA) should have been 45 seconds, but they were experiencing wide ranges in ASA—from 31 seconds on a good day, to 131 - 142 seconds on bad days.

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Topics: Back-Office Operations, Contact Centers, Workforce Management, Insurance, Healthcare, Schedule Flexibility

Creative Practices Can Help Power Your Customer Engagement Strategy

Posted by Greg Sherry - Vice President of Marketing

Aug 27, 2014 10:17:00 AM

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There are numerous ways that customers can engage with organizations today, and the number of interaction channels will likely continue to grow over time. However, a challenge most organizations face regarding omni-channel is getting all their people, processes, and technology aligned to provide service excellence and customer engagement across all the channels.

So how can you accelerate the journey toward a complete omni-channel service and customer engagement framework? Help create and support your organization’s holistic customer engagement strategy, but also see what incremental improvements you can help drive. How? Be a champion of driving incremental “creative practices” consistently, over time. Here are a couple of examples:

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Topics: Speech Analytics, Contact Centers, Customer Experience, Analytics, customer engagement optimization, employee engagement

A New Era In Shopping: Are You Ready?

Posted by Susanne Pitts

Aug 25, 2014 5:37:58 PM

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A fairly recent phenomenon called "showrooming" offers opportunities and threats to today's retailers. Customer loyalty is at stake.

While you may not yet know the term, you may have done it. If you have ever walked into a store, found something you wanted to purchase, and then used your smartphone to check reviews or search for a better price online—you are part of showrooming.

Verint’s Daniel Ziv, vice president, voice of the customer analytics, recently examined this trend for CMS Wire and offered some insights into why it’s done—and how retailers can make the most of it.

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Topics: Voice of the Customer, Voice of the Customer Analytics, Retail, Customer Service, Mobile, customer engagement optimization

Verint to Present on Customer Engagement and Healthcare Data Analytics

Posted by Susanne Pitts

Aug 22, 2014 3:45:00 PM

Look for Verint at the following two events in late August, where company experts will present on key industry topics and themes:

Five Secrets Every Organization Needs to Know About Customer Journeys and Engagement

August 27; Webinar

Verint’s Brian Koma, vice president, customer analytics, and Koren Stucki, solutions marketing director, customer analytics, will present “Five Secrets Every Organization Needs to Know About Customer Journeys and Engagement” at 1 p.m. ET. While everyone is talking about customer journey mapping and how it relates to customer engagement, this popular topic also poses larger questions. How do you get started and—once you do—how do you take it to the next level?

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Topics: Social Media, Analytics, Mobile, customer engagement optimization, Information Management

The Omnichannel Evolution: Driving Customer Experience Optimization

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Aug 21, 2014 12:41:26 PM

Every once in a while something comes along in the contact center industry that makes you scratch your head and wonder why it took so long. Speech analytics comes to mind as a good example of this phenomenon. With tens of thousands of recorded customer conversations sitting in storage, why did it take so long for someone to realize that these recorded conversations weren’t just good for measuring agent performance – they also held a wealth of customer information and business intelligence? Speech analytics addresses this opportunity.

The second example of this phenomenon that comes to mind is omnichannel. Omnichannel refers to the technology and management strategy that is bringing together in a unified manner the multiple channels of customer communications that are typically deployed in the contact center. According to the 2013 year-end survey of end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, most contact centers in the U.S. employ a variety of communications channels to serve customers, as illustrated in the chart below.

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Topics: Speech Analytics, Contact Centers, Customer Satisfaction, Customer Experience, Analytics, customer engagement optimization

Customer Engagement Versus Experience

Posted by Dave Capuano - VP, Global Digital Marketing

Aug 20, 2014 9:54:00 AM

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We’ve all seen the flood of messaging that is talking about today’s customers. If you’ve been taking a really extended vacation and don’t know what I’m talking about, let me help get you up to speed. It sounds like this: Customers are constantly on the go and are endlessly connected to companies and the brands they interact with. The global economy we live in has created unique customer choices, preferences, and buying decisions that are no longer restricted by geographic boundaries.

Industry analyst firm Forrester Research describes it this way—we are in the “Age of the Customer.” Expectations have evolved, and the customer is in charge. Yes, that’s the message—the one that has been framed all around customer experience.

Actually, there is another story. It’s the one about customer engagement vs. customer experience.

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Topics: Customer Experience, Analytics, customer engagement optimization

Big Data and Video Surveillance: A Perfect Match

Posted by Courtney Mamuscia

Aug 18, 2014 3:45:20 PM

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We live in a time of unprecedented amounts of data—more accessible and varied than ever before. In their book “Big Data: A Revolution That Will Transform How We Live, Work and Think,” authors Viktor Mayer-Schönberger and Kenneth Cukier estimate that the amount of information stored worldwide grows four times faster than the world economy. Clearly, big data is here to stay.

So, what is big data? In the business world, it represents both a challenge and an opportunity. To stay ahead, organizations must look to analytics technology.

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Topics: Surveillance Analytics, Video Management Software, IP Cameras, Security Solutions, Video and Situational Intelligence, Big Data, video analytics, Situation Management

Employee Feedback Lays Groundwork for Business Improvement

Posted by Susanne Pitts

Aug 15, 2014 2:02:28 PM

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Some organizations truly understand the importance of employee engagement and demonstrate it with their actions. One of those is Verint customer CenturyLink, who recently spoke with 1to1 Media about how they are using Verint Speech Analytics as an element of the employee piece of their customer experience program.

Through this program they have tapped into the sentiments of their employees. They have begun to enhance employee collaboration and establish the groundwork for long-term internal improvement.

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Topics: Voice of the Customer, Speech Analytics, Voice of the Customer Analytics, Customer Experience, Survey Research, employee engagement

Tech Tip: Integrating Customer Feedback with Quality Monitoring

Posted by John Wilhite - Application Learning Consultant

Aug 13, 2014 10:20:46 AM

Are you using Verint Quality Monitoring (QM) as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that a post-call IVR survey is tied to a recorded call within QM? From your Workforce Optimization home screen, go to the Customer Feedback module. Navigate to Survey Results, and from the Responses reports, select Feedback Sessions. Define your parameters—when the report is displayed, you will see a QM link that you can click to open the recorded contact within QM.

The recorded contact will be displayed in the QM Playback Workspace window, where you can listen to the audio, view the screens and fill out an evaluation.

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Topics: Quality Monitoring, Customer Feedback Surveys, Workforce Optimization

Connect 2014: Ideas for Transforming Customer Engagement with KANA and Verint

Posted by Greg Sherry - Vice President of Marketing

Aug 12, 2014 2:38:00 PM

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Verint customers: Did you know that the KANA, a Verint Company Customer Conference is taking place in San Francisco, California, September 21 - 24? Don't miss your chance to attend this interactive conference to learn more about how the combination of Verint and KANA is transforming the way organizations engage with their customers. Visit the conference Website for more information. What are some of the reasons you should attend the conference? 
  • See how to transform your customer engagement with the new KANA and Verint combination both in workshops and in the Solution Showcase.
  • Hear directly from joint KANA and Verint customer, Salmat, on the value they and their customers are seeing from the powerful combination.
  • Get inspired by industry visionaries at Forrester Research, Constellation Research and thinkJar about the future of customer engagement.
  • Build community with your peers during three evening events and dedicated networking time throughout the conference.

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

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