The Information Technology department of a large, southern state Department of Criminal Justice had one primary goal: to improve the performance of their homegrown parole administration system (PAS). Core to the operations of the agency’s parole division, PAS helps to more effectively manage the selection of offenders for parole, the supervision of offenders released on parole, and the revocation of parole for offenders violating the conditions of their release.
Each day, between 8,000 and 10,000 people log in to PAS to seamlessly access, review, and share vital offender information and data. Given its complexity and the sheer volume of data, the system was experiencing some performance issues. The IT department was receiving complaints from users about latency and system slowness. They needed a way to identify and assess these and, most importantly, pinpoint the root causes.
Desktop and Process Analytics
First contact resolution (FCR) is often referred to as the “holy grail” metric for contact centers, from which flows the goodness of reduced contact volume, improved customer loyalty and a greater share of the customer wallet. So, it’s not surprising that most contact centers attempt to rigorously and flawlessly execute plans that drive to FCR. However, no company can ever achieve absolute perfection without turning to complete automation or transforming their employees into automatons.
Companies employ people, and from time to time those people will make mistakes. So, it’s equally important that companies have a strong service recovery posture. In fact, building a strong service recovery posture should not be seen as planning for failure or a burdened cost to bear, but rather an opportunity for the business to build a better, long-lasting relationship with the customer.
We would like to congratulate our own Nancy Porte, Vice President, Global Customer Experience, for being named in the “2014 Top 50 Most Active Influencers in #CX – Customer Experience” by MindTouch for the second year in a row! Nancy has made a long and successful career of listening to customers and interpreting the results into applicable intelligence that works in today’s fast-moving global marketplace.
Her inclusion in this list indicates that her insights resonate across many industries. We thank her for the exceptional work she does on behalf of improving the customer experience around the world.
In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be analyzed. It is sold by vendors who appreciate the importance of making the findings useful and actionable.
Has someone within your organization used software from Verint to increase customer satisfaction and retention, build customer loyalty, reduce costs, drive revenue, improve operational efficiencies, or heighten employee morale? Why not nominate them for the 2014 Innovator of the Year award?
Presented annually to Verint customers at our Driving Innovation global user conference, the award recognizes individuals and their respective companies for outstanding accomplishments over the past year. Awards will be presented during a general session at the conference, in the following categories:
- Back-office Excellence
- Branch Excellence
- Contact Center Excellence
- Enterprise Excellence
- Voice of the Customer Analytics
Did you know that you can change the title of a survey created in Verint Enterprise Feedback Management (Version 7.1 and higher) without impacting the title displayed to your participants? This can be handy for labeling surveys in a meaningful way for administration and management, while presenting participants with simpler survey titles.
Enterprise Feedback Management,
This week, Verint participated in the Retail Industry Leaders Association’s annual Retail Asset Protection Conference. During the show, we showcased our industry-leading loss prevention, retail analytics and situational awareness solutions, all of which help retailers to better understand customer behavior, reduce fraud and loss, and improve store operations.
Verint is dedicated to helping retailers reduce theft and fraud, while also giving them the opportunity to leverage their surveillance technology into actionable business intelligence. We provide solutions for retailers of all sizes, including IP video management software, video business intelligence applications, IP cameras, intelligent NVRs, encoders and decoders, industry-leading business system interfaces and situation management software.
Video Intelligence Solutions,
Video Management Software,
Network Video Recorders,
Video and Situational Intelligence,
How many applications do your employees use on any given day—five, ten, twenty? How many are critical to executing their work, and how many are ancillary or not even work-related?
Do you know if they are using the applications as prescribed—or have they created their own way of getting work done?
Desktop and Process Analytics,
Verint is busy around the world this month:
Frost & Sullivan Customer Contact East
April 7; Marco Island, Florida
Verint’s Roger Woolley, vice president, solutions marketing, and Heather Callahan with Toronto 311 will present “Even in Today's Multichannel World, Speech Analytics Remains King” at 10:35 a.m. ET. Participants will learn how the City of Toronto uses speech analytics within its 311 contact center to improve quality and service, drive process improvement, and enjoy significant cost savings within a year of deploying speech analytics. They will also learn how to capture and understand the voice of the customer, understand success factors and pitfalls, and use measurement techniques and associated metrics to help attain real return on investment.
Voice of the Customer,
Voice of the Customer Analytics,