Voice Biometrics Helps Improve the Customer Experience

Posted by Susanne Pitts

Apr 17, 2015 2:27:56 PM

Screen_Capture_blue_cubes_resizedIn a feature earlier this month, Biometric Update put the spotlight on Verint’s announcement that it has added voice biometrics capabilities to its enterprise workforce optimization solution—one of many significant enhancements and advancements that extend the company’s Customer Engagement Optimization vision.

This embedded voice biometrics technology helps improve the customer experience and reduce fraud-related losses and call handle time.

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Topics: Customer Service, Customer Experience, voice biometrics, customer engagement optimization

Today’s Branches – Bigger Isn’t Always Better

Posted by Jenni Palocsik

Apr 15, 2015 2:41:16 PM

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As consumers, we’ve been taught that bigger—or more—is always better. More money. Bigger houses. Larger data plans. All-you-can eat buffets.

However, this is not true when it comes to today’s banking branches—bigger is not always better. In fact, it’s not the size that actually matters.

Consumers depend on their banks to provide easy access to their money, enabling them to complete transactions, ask questions and learn more about other options for banking services that help them “do more.”

And, although more people are using digital channels such as mobile and online banking to check their balances and perform some of their routine banking transactions, people continue to use bank branches regularly, too.

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Topics: Retail Financial Services, Branch Office Operations, Contact Centers, Customer Service, Customer Experience, Retail Banking, Bank and Financial Services, Mobile, customer engagement optimization

Everybody, Somebody, Anybody and Nobody

Posted by Graeme Gabriel - Strategic Back Office Workforce Optimization, EMEA

Apr 14, 2015 12:06:00 PM

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You may have heard the story about four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that because it was Everybody's job. Everybody thought that Anybody could do it, but Nobody realized that Everybody wouldn't do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

Now while that story appears to be a bit of fun, it does highlight the danger that operations are exposed to in an environment where silos exist, with very little visibility across functional areas.

It’s sometimes estimated that between 10 and 20 percent of all the transaction volume in a contact centre is the result of execution issues in the back office.

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Topics: Enterprise Workforce Optimization, Back-Office Operations, Performance Management, Desktop and Process Analytics, Workforce Management, Customer Service, Customer Experience, customer engagement optimization, contact center workforce optimization, back office workforce optimization, Quality Management

Perception vs. Reality - Employee Productivity Myths Part 2

Posted by Mary Lou Joseph

Apr 13, 2015 2:33:53 PM

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In our first blog discussing the webinar we held earlier this year with Harvard Business School Professor Francesca Gino, Debunking Employee Productivity Myths, we addressed two decision-making biases that impact employee productivity: A bias for action and a bias for completion.

This second blog addresses the next two biases: an outcome bias and a “self-inflated” bias.

Outcome Bias

We have all likely fallen into the trap where we judge a person’s productivity or contribution based on the final results. This may be the number of items produced, rather than considering the impact the situation had on that performance or the process used to reach that outcome.

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Topics: Back-Office Operations, Performance Management, Contact Centers, Productivity,, contact center workforce optimization, productivity visualizer, work allocation manager, back office workforce optimization, employee productivity

Verint Speakers Go Global Once Again in April

Posted by Susanne Pitts

Apr 10, 2015 2:33:41 PM

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Verint Back Office Webinar 

April 7

Verint’s Steven Verbesselt, EMEA back office specialist, will discuss the major challenges facing organizations in their back offices due to a lack of visibility on tasks, resources and processes at 15:00 CEST. Steven will demonstrate ways to optimize the back office and identify how to help improve efficiency and effectiveness.

Frost & Sullivan Executive MindXchange Customer Contact 2015, East

April 14, 2015; Ponte Vedra Beach, Florida

Verint’s Scott Hays, vice president, global solutions marketing, will co-present “Smarter Engagement—Data-Driven Insights for More Personal, Productive and Predictable Customer Engagement” at 1:05 p.m. ET. Innovative companies are raising the bar on customer experiences, often exceeding their customers’ expectations and making things tough for their competitors. This interactive session will discuss how organizations can optimize customer engagement to help drive such outcomes as greater customer loyalty, more operational efficiency and increased revenue.

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Topics: Back-Office Operations, Speech Analytics, Customer Experience, Loyalty, operational visibility,, customer engagement optimization

Smarter Engagement – Better Apps, Less Effort

Posted by Scott Hays - Vice President, Global Solutions Marketing

Apr 9, 2015 1:28:13 PM

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It seems like everything is getting smarter—smarter phones, smarter cars, smarter appliances, and the list goes on. More and more, the machines we use—more precisely, the software applications running on them—are better at meeting our needs and our desire to get something done right now, no matter where we are.

The expectation now is that if some pertinent information about who we are, where we are, and what we want to do could be “known” by an app or person—and we’ve given authorization to access it—then it should be “known” by the app or person and should then be used to help me get things done. When it works, it’s eerily convenient. It’s less effort for the customer and the employee.

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

Creating Smarter Government for Smarter Citizens

Posted by David Moody

Apr 8, 2015 12:06:04 PM

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Government organizations are bombarded with huge amounts of data on a daily basis. But do they understand and use this data to make better decisions and better serve their citizens? Or, in Verint terminology, can they turn this information into Actionable Intelligence®?

Broadly speaking, two different groups of people can take action on this data—employees and customers. Let’s take a look at how one government organization—the city of Houston, Texas—is enabling its customers to take action on the intelligence from its organization’s data.

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Topics: Contact Centers, Customer Service, Customer Experience, Social Media, Analytics, customer engagement optimization, Government, Public sector, Government and Public Sector

Every City Faces Unique Security Threats. How Prepared Is Yours?

Posted by Brian Matthews

Apr 7, 2015 2:55:00 PM

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Is your city safe?

Many cities are asking this question. Safe City initiatives are on the rise around the world due to unique, ever-evolving and complex threats. As populations grow, so do the size and intricacy of the infrastructure required to support them. Municipalities must be able to respond with a citywide, unified approach to safety and security.

Implementing comprehensive command-and-control solutions to improve situation awareness, gather actionable intelligence and more effectively respond to incidents have become essential to growing urban populations such as those in Surat City, India, and Guayaquil, Ecuador.

On any given day, officials in a city of any size are tasked with some combination of the following:

  • Crime and vandalism prevention
  • Active shooter response
  • Riot and crowd control
  • Fire and natural disaster mitigation
  • Terrorism detection and prevention
  • Public facility security at schools and government buildings, on public transit and more
  • Temporary and event security

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Topics: Public Safety, Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Physical Security Management, Network Video Recorders, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, Analytics, video analytics, Safe Cities

How Your Contact Center Can Help Reduce Mobile Fraud

Posted by Amit Desai

Apr 6, 2015 1:51:45 PM

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Many of today’s banks may not immediately associate the call center with billions of dollars in online and mobile fraud losses. However, banks and card issuers might be surprised to learn that a non-trivial percentage of that fraud may actually involve the call center.

Here’s a scenario: A fraudster wants to load Apple Pay™ onto an iPhone® using a stolen credit card account—one of millions leaked by data breaches. He or she contacts the bank’s call center to help provision the account—“I’m trying to set up Apple Pay™ for the first time. Can you help me get this account loaded?” It’s a seemingly ordinary phone call that looks innocuous to the call center—and the agent is happy to help.

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Topics: Contact Centers, Customer Service, voice biometrics, fraud prevention, identity authentication, Mobile, Call Centers

Banking on Customer-Centric Culture Change

Posted by Susanne Pitts

Apr 1, 2015 3:04:56 PM

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While today’s marketplace is changing rapidly all the time, one very important idea is staying consistent. No matter the industry type or area of focus, every successful organization today must evolve alongside their customers to continuously satisfy changing—and always rising—demands.

The financial services industry faces particular challenges to keep up with customer preferences from federal regulations, compliance demands and security measures. They don’t usually have the flexibility and leeway that other industries do, so finding innovative ways to keep up with their customers is often needed.

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Topics: Retail Financial Services, Financial Compliance, Performance Management, Customer Experience, Analytics, Big Data, Retail Banking, Bank and Financial Services, customer engagement optimization

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