Tearing Down Silos—Building Up Customer Communication

Posted by Susanne Pitts

Aug 1, 2014 2:24:00 PM

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More and more, customers are making it clear that many organizations are going to have to evolve—and this means breaking down silos—to provide the kind of customer experience that will keep them coming back.

A lot still needs to change in order for most organizations to be able to offer “omnichannel” service, so that a customer has a consistent experience across all of an organization’s communications channels. Customer expectations now usually include wanting a conversation that begins on one interaction channel to be seamlessly continued on another—with all the relevant data saved.

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Topics: Voice of the Customer, Speech Analytics, Contact Centers, Text Analytics, Desktop and Process Analytics, Voice of the Customer Analytics, Customer Experience, customer engagement optimization

Don’t Just Experience . . . Engage

Posted by Ryan Hollenbeck, Senior Vice President, Global Marketing

Jul 31, 2014 12:41:00 PM

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Positive customer experiences don’t just happen—they take work. Moreover, customer expectations are through the roof. When their experiences are less than positive, the world often hears about it. Poor experiences have more significant consequences than they used to.

Not only are consumer expectations high—they also keep changing. They expect minimal effort, instant gratification, collaboration and a highly personalized experience. What’s more, organizations now have access to massive amounts of structured and unstructured information. Understandably, they expect to use it to engage effectively with customers, make better decisions, and achieve their most important strategic objectives.

That’s a lot. It begs the question—what are you doing to engage your customers and keep them loyal?

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

Meeting the Urgent Security Needs of Hospitals

Posted by Courtney Mamuscia

Jul 30, 2014 11:02:00 AM

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Healthcare security is a growing concern worldwide, and with good reason. According to a recent study, crime at U.S. healthcare facilities has grown by 37 percent from 2010 to 2012. Violence against doctors, nurses and other hospital staff is especially troubling and, in many cities, appears to be on the rise due in part to drug and alcohol use, as well as emotional and psychological conditions.

Although most hospitals train all employees on ways to de-escalate violent situations, they can only do so much while also juggling the demands of their high-stress jobs. At some hospitals, nurses say hospital management won’t acknowledge the rise in violence. As a result, organizations such as the Massachusetts Nurses Association have collaborated to ask for improved hospital security measures. Meanwhile, other hospitals are also taking action to stem the rising number of incidents.

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

Customer Experience and the Brand Promise

Posted by Greg Sherry - Vice President of Marketing

Jul 29, 2014 11:19:14 AM

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I recently had lunch with a Verint customer who is a senior vice president of customer advocacy at a global software company. He outlined how delivering a superior customer experience should be at the heart of an enterprise strategy for growth and sustainable success. He discussed the importance of people, processes and omni-channel strategies in determining and executing this vision—he also explained what he thought a true customer experience strategy entails.  

His primary belief is that organizations can create a relevant and differentiated experience by closely linking the organization’s brand with the customer experience strategy, along with “the right people, with the right attitude, in the right environment.”

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Topics: Marketing & Customer Care, Speech Analytics, Text Analytics, Workforce Optimization, Customer Satisfaction, Customer Service, Customer Experience, NPS

Customer Engagement Optimization – and the Bank Branch

Posted by Jenni Palocsik

Jul 28, 2014 11:41:08 AM

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If you asked consumers what types of services or transactions they need a bank branch to provide, you’d receive a wide range of answers. The way that people bank today is very different than it was ten years ago, with greater use of next-generation ATMs, mobile and digital channels—and fewer visits to the branch.

However, recent reports reinforce the integral need for bank branches, even as they predict that the number of bank branches and the size of branch networks will decline to accommodate changes in consumer preferences.

As part of their ongoing transformation, retail banks need to think more strategically about their branch networks—not focusing just on transactions or customer service, but on how they can analyze large volumes of customer interaction data across multiple channels for trends, issues, customer preferences, etc.

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Topics: Retail Financial Services, Performance Management, Desktop and Process Analytics, Workforce Management, Customer Experience, Survey Research, Retail Banking, Bank and Financial Services, customer engagement optimization

Upcoming Webinar: Applying Smart Video to Harness Big Data

Posted by Courtney Mamuscia

Jul 24, 2014 10:59:00 AM

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In the world of enterprise business systems, is there such a thing as too much information?

Absolutely, especially given that today’s enterprise business data is often combined with information from other sources—such as social media. The result is a wealth of data that many companies simply have no idea how to use.

To make sense of it all, enterprises can now leverage video solutions that provide intelligence they can really use by presenting information in a streamlined way. Such smart video solutions are helping enterprises use big data to thwart security threats and respond to incidents faster than ever before.

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Topics: Video Intelligence Solutions, Video Management Software, Security Solutions, Video and Situational Intelligence, Big Data, video analytics

Capacity Plans: Where Do They Fall Short?

Posted by Mary Lou Joseph

Jul 23, 2014 12:22:00 PM

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Most organizations conduct a capacity planning exercise—whether it’s once a year, quarter or month. At a minimum they have three components: 1) a broad sweep estimate of the various types and volumes of work performed; 2) a calculation of the number of people needed to conduct the work; and 3) a budgetary reconciliation of those numbers.

Each department is either asked to create their own plan, which Finance reviews and modifies, or the department is simply given a number from corporate with which they have to work.

It sounds pretty straightforward. However, can you tell what’s missing?

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Topics: Enterprise Workforce Optimization, Back-Office Operations, Workforce Management, Workforce Optimization, Strategic Planning, Capacity

"Pump Up" Your Quality Assurance Program

Posted by Susanne Pitts

Jul 22, 2014 4:38:00 PM

The need for agents to provide the best service possible continues to intensify in this day and age of choices and instant communication. How can organizations keep up?

Traditional "side-by-side" monitoring has long involved a supervisor listening to an agent's call and evaluating the performance in real time. While this can provide helpful feedback, a way that can potentially offer faster feedback that can be quickly applied is called analytics-driven quality monitoring.

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Topics: Voice of the Customer, Speech Analytics, Text Analytics, Quality Monitoring, Voice of the Customer Analytics

Bridging the Gap

Posted by Richard Bennett

Jul 21, 2014 1:44:41 PM

I recently had the opportunity to spend a couple of days at the Professional Planning Forum’s (PPF) annual conference in Brighton. This year’s theme was “Bridging the Gap – People Build Success” and focused on the importance of engagement in order to drive improvements across organizations.

As part of the opening keynote, they introduced their new “5 Steps to Success” model.

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Topics: Back-Office Operations, Workforce Management, Customer Service, Customer Experience

Keeping the Banking Industry Protected

Posted by Courtney Mamuscia

Jul 17, 2014 9:45:00 AM

Bank_pic2Our nation’s financial institutions hold a unique place in our everyday lives. As the guardians of untold amounts of wealth, banks, credit unions and even ATMs are also highly susceptible to a constant barrage of attempted theft and fraud. And, criminal tactics continue to evolve. That’s why financial institutions require leading-edge safety and security technology to help ensure that every customer, employee, facility and dollar is guarded.

Verint provides comprehensive solutions to banks and credit unions to help deter fraud and crime, speed up investigation time and even streamline operations. Our technology is used throughout the world to improve situational awareness, safety and security, help ensure regulation and compliance standards, and more.

Every organization has different needs and challenges. Let’s take a look at two of our recent deployments in the financial industry, as well as their goals and results:

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Topics: Video Management Software, Network Video Recorders, IP Cameras, Security Solutions, Video and Situational Intelligence, Bank and Financial Services, fraud prevention, Situation Management

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