Verint Speakers: Customer Service and Reshaping the Bank Branch

Posted by Susanne Pitts

May 2, 2016 3:09:54 PM

Globe-clocks_resized2.jpgEngage: Asia Pacific Verint Customer Conference

May 25-26; Sydney, Australia

Verint executives and subject matter experts from around the world will be speaking on such topics as customer engagement optimization, customer analytics, fraud and identity analytics, engagement management, workforce optimization and more. Combined with customer presentations and demonstrations, attendees are set to gain expertise, insights and new perspectives on how to better manage and optimize their Verint solutions. Keynoting the event will be Forrester’s Tom McCann, senior analyst serving customer experience professionals.

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Topics: Enterprise Workforce Optimization, Workforce Optimization, Customer Satisfaction, Customer Service, Customer Experience, Analytics, Bank and Financial Services, fraud prevention, customer engagement optimization, Personalization, Engagement Management, banking, fraud detection

Is Your Back Office Prepared for Workforce Optimization?

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

Apr 27, 2016 2:23:45 PM

Businessman_in_cubicle_using_laptop_resized.jpgMany organizations are recognizing that the very Workforce Optimization (WFO) solutions used in their contact centers for decades can now help their back offices.

Insights gained can help them better understand, structure and leverage their back-office operations to improve the customer journey. Expanding WFO into the non-phone or non-customer facing parts of an enterprise requires proper planning and preparation in order to achieve goals. The most notable needs are:  

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Topics: Back-Office Operations, Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, employee engagement, back office workforce optimization, Enterprise Workforce Management, back office workforce management

Outside-In Thinking Must Produce Inside-Out Actions

Posted by Scott Hays - Vice President, Global Solutions Marketing

Apr 26, 2016 2:33:29 PM

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Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners.

At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. Surveys, studies, journey mapping, secret shopping…you know the stuff. I observed the following:

  1. A heavy emphasis on surveys.
  2. A heavy emphasis on analysis.

Those things are good—even vital. However, while their insights are critical, they do not improve the next customer experience, interaction or moment.

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Topics: Speech Analytics, Text Analytics, Recording, Voice of the Customer Analytics, Workforce Optimization, Customer Satisfaction, Customer Service, Customer Experience, Survey Analysis, Loyalty, NPS, customer engagement optimization, employee engagement, Personalization, Employee Satisfaction, Engagement Management, Customer Journey Mapping, customer loyalty

Tech Neglect: The Cost of Doing Nothing

Posted by Matt Tengwall

Apr 25, 2016 10:45:12 AM

Bank_pic_resized2.jpgLike many other industries driven by technology, the security industry is seeing an enormous amount of change. From technology innovation to the growing sophistication of criminal activity, organizations in both the public and private sector are looking for ways to address a growing number of threats.  

Additionally, the rapid pace of this change is creating challenges for security leaders everywhere as they balance the need to keep up with technology innovation with the requirement to deliver solutions cost-effectively.  

Let’s take for example the North American financial market—digital video surveillance has replaced analog technology in nearly every financial institution. And, as a result, corporate security professionals are incorporating a more disciplined approach to technology renewal and refresh. 

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Topics: Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Network Video Recorders, Video and Situational Intelligence, Analytics, Bank and Financial Services, video analytics, fraud prevention, Public sector, banking, security, fraud detection, actionable intelligence, Total cost of ownership

“Deploying” Knowledge Management: Creating a Knowledge-centered Culture

Posted by John Chmaj

Apr 20, 2016 2:09:13 PM

KM_screen_capture_from_microsite_JChmaj_blog_Aug_26_resized.pngKnowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use.

As such, the development and evolution of KM requires a combination of individual development, cultural change and organizational practices. 

The deployment of a knowledge base, while often the catalyst and focus for renewed focus on KM, is only a framework to enable a new set of practices.

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Topics: Coaching, Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, employee engagement, Training, Knowledge Management, Call Centers, digital, Engagement Management

The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

Posted by Kristyn Emenecker

Apr 19, 2016 2:36:00 PM

Kristyn_Emenecker_3_resized.pngBeing customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business.

Although most organizations have a quality program in place, they often produce less than compelling business value. What’s more, traditional quality programs don’t provide organizations with the responsiveness needed to affect change.

Adding speech analytics to quality programs can help organizations hone in on the specific things that matter to the business, to produce significant insights to guide changes that can help reduce customer complaints, repeat calls, compliance risk and customer churn—as well as increase upsell success rates and customer satisfaction and loyalty.

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Topics: Voice of the Customer, Coaching, Speech Analytics, Contact Centers, Voice of the Customer Analytics, Customer Satisfaction, Customer Service, Customer Experience, Scorecards, Loyalty, Analytics, customer engagement optimization, Call Centers, Quality Management

The Importance of Voice Self-Service in Government Digital First Strategies

Posted by David Moody

Apr 19, 2016 11:18:27 AM

iStock_000064611317_XXXLarge_resized.pngSometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity.

Implemented incorrectly, voice self-service can be viewed as a barrier to speaking to an agent—we have all had this kind of IVR experience. Implemented correctly, however, voice self-service can not only deliver substantial savings, but also deliver improved customer satisfaction.

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Topics: Customer Satisfaction, Customer Experience, customer engagement optimization, Government, Public sector, Government and Public Sector, digital, self-service, IVR

Be Part of the 2016 Engage Global Customer Awards

Posted by Robert Lamoureux

Apr 18, 2016 2:22:39 PM

Hilton_Chicago_Huber-Great-Hall_1_resized.pngHave you or someone within your organization used software from Verint to optimize customer engagement?

Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale?

If so, then be sure to submit a nomination for the 2016 Engage Global Customer Awards!

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Topics: Customer Satisfaction, Customer Experience, Loyalty, customer engagement optimization, employee engagement, Engage, operational efficiency

Using Voice Biometrics in the Call Center to Combat Digital Fraud

Posted by Steve Williams - Vice President & Global Practice Leader, Identity Analytics

Apr 15, 2016 10:39:37 AM

Steve_Williams_resized.pngThe rollout of chip-and-PIN cards is designed to help prevent counterfeit acts associated with credit card fraud and theft.

Even still, online fraudulent purchases, a.k.a. “card not present” (CNP) fraud, remains a significant issue. For example, the market has seen chip-and-PIN adoption in the U.K. and Australia / New Zealand be followed by a sharp increase in CNP fraud.

It begs the question: Is there anything banks can do to protect against this surge? The answer is yes—right in a company’s own call center—with voice biometrics.

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Topics: Contact Centers, Customer Service, Customer Experience, Analytics, Bank and Financial Services, voice biometrics, fraud prevention, identity authentication, customer engagement optimization, Call Centers, fraud detection

The Marriage of Knowledge Management and Quality Management

Posted by Donna Denehy

Apr 14, 2016 12:10:50 PM

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Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. 

What could it be? Should we improve our classroom training, should we do more on-the-job training, or were we hiring the right kind of people?  

As a first course of action, you do training, you do side-by-side coaching, and you can even offer to drive individuals home and have dinner in an attempt to improve their knowledge. But after you do all this, they continue to use the most preferred way to gain immediate knowledge in any organization—they “ask a friend.”

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Topics: Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, employee engagement, Training, Knowledge Management, Call Centers, Quality Management, Employee Satisfaction, operational efficiency

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