Knowledge Management—An Engine of Employee and Organizational Transformation

Posted by John Chmaj

Oct 6, 2015 2:46:08 PM


In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization. What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers of value for support agents through KM?

The value of KM to employees is not just tactical—it can be a driver of strategic transformation for a support organization. Good KM changes the value proposition for agents and the type of work that they do on a daily basis.

No longer is their value based on how much information they can memorize or store in their heads. Instead—and this is an important shift—their value is based on how quickly and effectively they can learn new information, analyze and solve complex problems, and share new knowledge with others.


Topics: Voice of the Customer, Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, Loyalty, customer engagement optimization, employee engagement, Knowledge Management, Call Centers, contact center workforce optimization, employee productivity

Celebrating Customer Service Week – Key to Developing Customers for Life!

Posted by Ryan Hollenbeck, Senior Vice President, Global Marketing

Oct 5, 2015 11:02:23 AM


Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the exemplary service they received from one of our team members, and you are proud to be associated with a team that is laying the groundwork for our desire to develop customers for life.

At the same time, we are all busy—running to meetings, getting to the next conference call—and we don’t always stop by to say thank you. This is the week we take the time to thank those who are on the front lines serving our valued customers. We know that we would simply not have these valued customers without our customer service professionals. Think of it this way: Customers first, and employees always.


Topics: Voice of the Customer, voice of the employee, Customer Service, Customer Experience, Loyalty, customer engagement optimization, employee engagement

Verint Keeps the Focus on the Customer Worldwide in October

Posted by Susanne Pitts

Oct 2, 2015 12:42:00 PM


Digital Disruption Demands Action - 5 Questions to Ask in the New Workforce Reality

October 13; Auscontact Association Webinar

Scott Hays, vice president, solutions marketing, will join Fiona Keough at noon AEDT to discuss how the forces of digital disruption and shifting work styles of next-generation employees are requiring organizations to become more focused and responsive to the needs of both customers and employees than ever before. Tune in for a rapid-fire dialogue and debate of the following:

  1. What are the characteristics of the new workforce and why are they “reluctant to learn”?
  2. How have digital disruptions made it more challenging to provide excellent employee-based service?
  3. What should be done with employee-facing applications to enable and empower employees?
  4. What kinds of information and context need to be integrated and unified to provide better outcomes with less effort?
  5. How can this new reality affect recruiting, training and their impact on performance management?


Topics: Enterprise Workforce Optimization, Voice of the Customer, Performance Management, Speech Analytics, Contact Centers, Workforce Management, Voice of the Customer Analytics, Workforce Optimization, voice of the employee, Customer Service, Customer Experience, Social Media, Analytics, Retail Banking, Net Promoter Score, Bank and Financial Services, Mobile, customer engagement optimization, employee engagement, Customer journeys, Training, digital, Customer Journey Mapping

Why Diversity Abounds in New Branch Designs

Posted by Bob Meara - Senior Analyst, Celent

Oct 1, 2015 2:27:00 PM


Branch channel transformation is a complex and expensive undertaking. For all its complexity, however, there are at least two certainties. Namely that 1) it’s no longer optional, and 2) there is no single blueprint.

It’s the rich diversity in approaches taken to the important task of improving branch channel efficiency and effectiveness that makes this topic so fascinating.

Retail financial institutions need to possess a number of core competencies to remain successful. Among them is omnichannel delivery. For this reason, Celent launched two research panels in 2015, one devoted to digital banking and another focused on branch transformation.


Topics: Retail Financial Services, Bank and Financial Services, Mobile, omnichannel, digital

Shared Responsibility and Collaboration among Security Stakeholders Paramount

Posted by Kevin Wine

Sep 30, 2015 1:43:04 PM

ASISimage001New threats and risks occur every day, calling for a change in mindset and a paradigm shift in how both enterprise organizations and government entities approach risk mitigation and security. How can security providers and integrators work together to achieve the same goals? How do all industry stakeholders work together to facilitate situational awareness?

During a Situational Awareness Roundtable Discussion hosted by Verint during the 2015 ASIS International Annual Seminar & Exhibits, industry thought leaders discussed what professionals in the security industry can do to work together to achieve situational awareness and overcome various threats on cities and infrastructures.


Topics: Public Safety, Video Intelligence Solutions, Video Management Software, Network Video Recorders, IP Cameras, Security Solutions, Video and Situational Intelligence, Analytics, video analytics, Situation Management, Safe Cities, situational awareness

Verifying Customers Faster

Posted by Amit Desai

Sep 29, 2015 2:38:22 PM


Is there a better way to authenticate callers than by asking security questions? Contact centers today find that security questions frustrate customers and don’t stop professional fraudsters armed with stolen data from cyber breaches.

The answer to that question? Yes, there is. In this Gartner and Verint webcast, authentication and fraud experts from both organizations discuss “passive multi-factor authentication.” Learn how forward-looking contact centers are using passive authentication technology to verify customers faster and strengthen fraud detection. This technology identifies callers by quietly analyzing voice biometric and telephony factors in the background of a live call.


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

Next-Gen Desktop for Next-Gen...No...All Employees

Posted by Scott Hays - Vice President, Global Solutions Marketing

Sep 28, 2015 12:33:00 PM


There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it nauseating. Like I don’t use a smart phone and adeptly use apps and the web and even the “Internet of Things.” Harumph.

If you’re reading this blog, there is an excellent chance that you work in the arena of customer engagement, which is being bombarded by higher customer expectations (nay, demands), rapid technical advances, and competitive comparisons that are one click away. It doesn’t matter how old you are or how old your staff members are; we’re all in this together. And guess what? You can teach an old dog new tricks.

If you’ve hired the right people, you have a small army of customer advocates who want to provide great experiences to customers. (See Steven Thurlow’s post entitled Empowering the Next-Gen Customer Advocate.)


Topics: Back-Office Operations, Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, Mobile, customer engagement optimization, employee engagement, Customer journeys, back office workforce optimization, digital, Unified Agent Desktop

Showcasing The Next Big Things From Verint at ASIS 2015

Posted by Kevin Wine

Sep 25, 2015 10:33:29 AM


As a pioneer in the industry, Verint continues to innovate Situational Awareness and Actionable Intelligence solutions, resulting in new capabilities for its customers to deal with the ever-changing face of risk related to security and public safety.

It’s no surprise, then, that the 2015 ASIS International Annual Seminar & Exhibits would serve as the ideal site for Verint to feature new categorical solutions specifically designed to meet the growing security needs for enterprises and cities alike. The entire team is ready for ASIS, and we are looking forward to demonstrating The Next Big Things From Verint. If you will be attending ASIS this year, here is a preview of what we have in store for you.


Topics: Public Safety, Video Intelligence Solutions, Video Management Software, Network Video Recorders, IP Cameras, Video and Situational Intelligence, Analytics, video analytics, Situation Management, Safe Cities, situational awareness

Little Things Matter

Posted by Brian Koma - Vice President & Customer Experience Practice Leader

Sep 24, 2015 2:12:00 PM


Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take?

One of the top accounting and business consulting firms in North America recognizes that customer service is the key to its ongoing success and growth. Associates at every level of the organization are dedicated to delivering timely and high-quality service to help ensure satisfaction.

In a few cases, the organization’s clients decided to work with another organization for a while, but many eventually returned, citing the “little things” as what they couldn’t live without.


Topics: Voice of the Customer, Customer Feedback Surveys, Enterprise Feedback Management, Voice of the Customer Analytics, Customer Service, Customer Experience, Customer Service Surveys, Analytics, customer engagement optimization, Customer Feedback

Verint Customer Named a Finalist in Constellation SuperNova Awards

Posted by Ryan Zuk

Sep 22, 2015 3:07:00 PM


One of our customers has been named a finalist in the notable Constellation SuperNova Awards in the category of “Next Generation Customer Experience.” We are excited, and in turn we are asking you to share in the moment and vote to make them the award winner!

Aparajita Gupta, Vice President, Customer Interaction Analytics, Firstsource Solutions Ltd, and her team have developed a world-class contact center network with the ability to handle 200K+ annual interactions. They saw the opportunity to “decode” these interactions generated each day to create a new use of client customer data—leveraging customer analytics to drive performance, improve the customer experience, grow the capability of its customers to win new clients, and expand business with existing clients. We, at Verint, are proud of their great accomplishments.


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

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