It’s Almost 2015. Do You Know Where Your Customers Are?

Posted by Alain Stephan - Global Vice President, Customer Analytics

Oct 23, 2014 10:42:41 AM

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The leaves are falling, it’s getting colder and the Halloween decorations are everywhere. If you’re like many of us, it’s also the time of the year that we begin to panic and say “How is it almost November? What happened to summer?”

At home, we’re trying to catch up and carve the pumpkins; while at work, we’re in the throes of the annual planning process. We are neck-deep in budget spreadsheets and strategy decks, so it’s easy to get caught up in the daily fire drill for the latest and greatest forecasts and plans.

In my recent conversations with customer experience (CX) executives, I’ve noticed that they are indeed scrambling to get their list of projects together for 2015. But to what end? What is the long-term strategy for the program?

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Topics: Customer Experience, customer engagement optimization, omnichannel, Customer journeys

Raising the Bar on Customer Engagement

Posted by Greg Sherry - Vice President of Marketing

Oct 22, 2014 2:55:16 PM

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More and more organizations today are developing strategies to put in place with the goal of exceeding customer needs and expectations. This week Verint took part in a Frost and Sullivan Executive MindExchange conference focused on customer contact and engagement. The primary goal of the conference was to engage in open, candid discussions with peers facing similar and related challenges and opportunities around customer engagement.

Verint’s session at the conference was called “Actionable Intelligence in the Contact Center and Enterprise.” Actionable Intelligence is a necessity in today’s dynamic world, because it empowers organizations with crucial insights and helps enable decision makers to anticipate, respond and take action.

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Topics: Back-Office Operations, Voice of the Customer, Speech Analytics, Contact Centers, Desktop and Process Analytics, Voice of the Customer Analytics, Workforce Optimization, Customer Experience, Survey Analysis, Analytics, Insurance, customer engagement optimization

Fraud: Anticipate, Analyze and Act

Posted by Susanne Pitts

Oct 21, 2014 11:37:00 AM

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As the world grows more complicated—and fraudsters more sophisticated—by the day, organizations find themselves needing to anticipate, analyze and act on important information more quickly than ever.

Recently Nancy Treaster, SVP and GM of Verint’s Enterprise Intelligence Solutions, recently spoke with CIO Review about this need and how Verint solutions can help organizations prevent loss, comply with regulations and guidelines, deter cyber and financial crime, and protect private information.

Turn to page 78 of this month’s issue to read more.

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Topics: Financial Compliance, Speech Analytics, Contact Centers, Text Analytics, Risk Management, Bank and Financial Services, fraud prevention

Is Your School Safe?

Posted by Courtney Mamuscia

Oct 17, 2014 9:53:00 AM

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From pre-schools to universities, today’s educational facilities face a greater number of diverse threats than previous generations did. Assaults, shootings, bullying and other violent acts threaten schools of all sizes, regardless of location. To protect students, faculty and staff from these very real threats, a growing number of administrators and leaders in education are adopting robust security programs that leverage leading-edge situation management technology.

A longtime leader in the higher education field, Verint offers a comprehensive situation management platform that enhances security and optimizes communication. With a recent expansion announced during ASIS International 2014 in Atlanta, new integrations with Verint certified partners AMAG Technology and NowForce provide enhanced capabilities for higher education institutions. The result is improved situation awareness—even at busy universities that leverage a variety of campus-wide technology solutions.

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Topics: Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, video analytics, Situation Management

The 5 Vs of Business

Posted by Mary Lou Joseph

Oct 15, 2014 3:10:08 PM

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I was recently taken with one organization’s description of how they view their business—through the 5 Vs:

Volume: The business unit of this large financial services firm dealt in billions of transactions.

Velocity: Due to the nature of the transactions, 70 percent of them are required to be processed on the same day.

Variation: They offered over 150 products and solutions. Even their “straight through” processing applications had over 70,000 variations.

Volatile: The market was prone to spikes and dips, and as a result, their business, processes and product mixes were constantly changing.

Visible: The business was under scrutiny by investors and the industry.

The executive discussed how her organization decided to gain better control of their operations with workforce optimization.

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Topics: Enterprise Workforce Optimization, Back-Office Operations, Performance Management, Speech Analytics, Contact Centers, Quality Monitoring, Desktop and Process Analytics, Workforce Management, Workforce Optimization, Schedule Flexibility

Are You Engaging Your Customers Better This Week Than Last Week?

Posted by Scott Hays - Vice President, Global Solutions Marketing

Oct 13, 2014 9:30:00 AM

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National Customer Service Week 2014 is a wrap!

It’s always good to take a week to focus on how well we (that's the royal "we") serve our customers and future customers—after all, it’s the most important thing any organization does. In keeping with that, we hosted a live one-hour “Tweet Jam” on Friday, October 10.

Many thanks to my co-host Dave Capuano and our featured guests, Constellation Research analysts Ray Wang and Natalie Petouhoff, who conducted a lively session about customer engagement optimization. It started with the distinction between experience and engagement, and then moved to the benefits and primary players, then on to the role of the employee and analytics necessary for engaging customers to build long-term customer loyalty.

Here are some of my favorite excerpts from that TweetJam:

From @drnatalie: It takes great courage to listen, 2 engage in an authentic genuine way - a paradigm shift for many brands #VerintChat

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Topics: Customer Service, Customer Experience, Loyalty, customer engagement optimization, employee engagement

Tech Tip: Adding Hyperlinks to Quality Monitoring Form Instructions

Posted by John Wilhite - Application Learning Consultant

Oct 10, 2014 12:09:00 PM

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 when you create an Evaluation or Assessment form, you can embed hyperlinks into the form instructions?

Start by opening a blank document in Microsoft Word, then type or place your hyperlink information into that document. Highlight the word(s) that you want to use to create your hyperlink. Choose Insert and select Hyperlink, then type your hyperlink address and choose OK to save it. Now, open up your form in Form Designer and simply copy and paste the hyperlink you created into the form instructions. Make sure to save your form in Form Designer.

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Topics: Quality Monitoring, Workforce Optimization

Getting Personal for National Customer Service Week

Posted by Dave Capuano - VP, Global Digital Marketing

Oct 8, 2014 1:58:10 PM

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@dcapuan0 on Twitter

How is your National Customer Service Week going? I know that mine started off with a flood of customer-centric activities and is going to end with our live one-hour “Tweet Jam” on Friday, October 10 at 1 p.m. ET. 

I’m really excited to get to co-host this event with my colleague Scott Hays. We’re featuring Constellation Research analysts Ray Wang and Natalie Petouhoff, who will be taking your customer engagement questions and offering insights that can potentially help launch you down the road of more engaged customers.

Speaking of customer engagement, are you looking for ways to get more in tune with what your customers expect from you?

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Topics: Customer Service, Customer Experience, Loyalty, customer engagement optimization, Personalization

Verint Speakers Featured Around the World in October

Posted by Susanne Pitts

Oct 7, 2014 2:11:00 PM

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Today Verint announced its participation in a variety of global October conferences:

5th Annual Customer Experience Management Summit

October 8-9; Barcelona, Spain

Verint’s Rachel Lane, director, voice of the customer analytics, EMEA, is presenting “Transforming Customer Engagement: Don’t Just Deliver Experiences. Engage” at 11:30 a.m. CEST on October 8. Each customer is unique in needs, communication style and expectations. Attendees will learn how to enrich customer interactions by uncovering those differences and delivering truly personalized engagement.

Financial IT Technology 2014

October 9-10; Tokyo, Japan

Verint’s Norihisa Takeda will present “Risk Management by Leveraging Voice of the Customer Analytics” on October 10 at 3 p.m. JST. Takeda will help attending financial institutions learn how to better analyze and leverage the voice of the customer found in big data through domestic and international customer case studies. Topics discussed will include compliance violations, and risks posed from fraud, customer churn and brand-related issues.

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Topics: Voice of the Customer, Contact Centers, Voice of the Customer Analytics, Customer Service, Customer Experience, Big Data, voice biometrics, fraud prevention, customer engagement optimization

Customer Service - A Successful Organization’s Foundation

Posted by Nancy Anderson - Vice President, Customer Support

Oct 6, 2014 8:39:00 AM

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Every successful organization maintains a focus on one priority above all others over the long run: serving their customers. In honor of those who serve customers, Verint celebrates National Customer Service Week during the week of October 6-10. This week-long event is dedicated to acknowledging the critical importance of customer service and honoring the professionals on the frontlines who serve consumers every day.

My team and I understand that customer satisfaction is the ultimate success metric. I think we can all agree that keeping customers satisfied is not always easy or straightforward today as social media has ushered us into a completely interconnected world. How a customer feels about your company can instantly be heard around the world.

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Topics: Customer Service, Customer Experience, customer engagement optimization, employee engagement

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