Digital Transformation Going Slowly for Local U.K. Authorities

Posted by David Moody

Jul 7, 2015 12:00:55 PM

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Local governments are generally not considered “early adopters” when it comes to technology. Citizens tend to be the ones who use the latest technology, then almost have to force local governments and agencies to finally begin using it. But, government adoption of technology always seems to progress slowly.

A recent survey of 75 U.K. councils showed that two-thirds of them offer less than half of their services online. In fact, less than 40 percent of them were offering less than one-fourth of their services online.

While these figures suggest that digital transformation progress is slow, the survey also shows that the majority of local authority plans are to push forward, with two-thirds of them planning to offer more than half of their services online by 2016.

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Topics: Big Data, customer engagement optimization, Government, Public sector, Government and Public Sector, digital, Customer Feedback, Citizen Services, Engagement Management

The Unknown Benefits of Gamification – Part One

Posted by Oren Stern - Senior Vice President, Product Strategy

Jul 6, 2015 12:11:56 PM

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Most people, when asked, will say that gamification is about using badges and points—and that employees will compete against each other to get the best result. Competition-driven gamification is indeed the crux of conventional wisdom about gamification.

However, conventional wisdom isn’t always right.

It is true that gamification is a good way to create positive competition among co-workers and help enhance workplace productivity. This views human motivation as something that arises from one’s tendency to measure oneself in relation to one’s peers. As times have changed, however, so has our knowledge of human motivation (and the research explaining it).

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Topics: Performance Management, Analytics, Gamification, employee engagement, Employee Satisfaction, Data Quality, Feedback

Digital Disruption: The New Workforce and Demanding Customers

Posted by Scott Hays - Vice President, Global Solutions Marketing

Jul 1, 2015 10:54:00 AM

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The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it’s imperative not to downplay the engagement and empowerment of employees.

Successful organizations will be the ones that are astute at both—the “Seriously Smart Organizations”—that cultivate and equip the next-generation workforce in new ways to become more responsive to customer expectations and attain (or sustain or regain) competitive advantage.

“Digital disruption” is hitting established organizations hard on three fronts. I already mentioned the customers and employees, but you can add competitors to that list. Whether it’s a digital-only start-up taking a bite out of your market or an innovative incumbent, every organization needs to take a really hard look at being more mobile, more social, more connected, and more automated straight across the enterprise.

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Topics: Performance Management, Workforce Optimization, Customer Service, Customer Experience, Social Media, Mobile, customer engagement optimization, employee engagement, digital, Unified Agent Desktop, Engagement Management

How to Boost Productivity in Back Offices

Posted by Keith Dawson - Practice Leader, Customer Engagement, Ovum

Jun 29, 2015 2:19:00 PM

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In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. (Click here to download the Ovum report.) They had two primary concerns: execute work at the lowest cost and improve customer service.

These objectives mirror the experiences of another area of the business that has wrestled for decades with that same seeming contradiction of “do more with less”—the contact center. Within contact centers, the solution to that dilemma has been to use workforce optimization solutions to maximize productivity (cost control), to allow managers to focus on producing better quality interactions and to share best practices from top performers more widely.

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Topics: Back-Office Operations, Performance Management, Contact Centers, Workforce Management, Workforce Optimization, Customer Service, Scorecards, Productivity,, customer engagement optimization, Dashboards, contact center workforce optimization, back office workforce optimization, employee productivity, Quality Management

Best Practices for Branch Excellence

Posted by Jenni Palocsik

Jun 26, 2015 10:08:00 AM

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By now, we probably all recognize that the nature of banking is changing fairly dramatically. Routine transactions are shifting away from the branch as digital channels grow in popularity, thus reducing branch visits—and more significantly for banks—reducing the face-to-face sales and service interactions.

In order to maximize the remaining interactions, banks need to evolve their business models and management processes to achieve branch excellence.

Branch Challenges

Managing a decentralized branch network presents real challenges for banking executives. They have little visibility into what their employees are doing on a daily basis, yet they rely on these same employees to provide a high-quality customer experience and to deliver results.

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Topics: Retail Financial Services, Branch Office Operations, Desktop and Process Analytics, Workforce Management, Customer Service, Customer Experience, Scorecards, Productivity,, Retail Banking, Bank and Financial Services, customer engagement optimization, Employee Satisfaction, Data Quality

Innovative Leadership by the City of Tulsa: Making Government Smarter and Our Communities Better

Posted by David Moody

Jun 24, 2015 1:30:00 PM

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As I mentioned in my previous blog, Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press.

Their stories are about succeeding in new ways and working to make our world a better place. They describe a new breed of government leadership and innovation.

Today’s blog will highlight another of these innovative customers — the city of Tulsa, Oklahoma.

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Topics: Big Data, customer engagement optimization, Government, Public sector, Government and Public Sector, Citizen Services, Engagement Management

Innovative Leadership by the City of Buffalo: Making Government Smarter and Our Communities Better

Posted by David Moody

Jun 22, 2015 2:23:00 PM

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Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press.

Their stories are about succeeding despite major challenges, doing what others are not doing, and encouraging us to make our world a better place. Most notably, they’re the type of stories that are making people sit up and take notice of a new breed of government leadership and innovation.

I wanted to highlight one of those customers—the city of Buffalo, New York.

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Topics: Big Data, customer engagement optimization, Government, Public sector, Government and Public Sector, Citizen Services, Engagement Management

That ROI-driven Process Just Cost You a Customer

Posted by Adam Golden - Managing Partner, Major Oak Consulting, A Verint Company

Jun 19, 2015 3:35:00 PM

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In our increasingly competitive world, an organization cannot be faulted for wanting a return on what it invests in. However, issues can start to arise when processes are only viewed through this lens—and not the one the customer sees through.

Are you giving customers the experience they want, or the experience you think they want? In the short term, your approach can cost you customer engagement. In the long term, it can cost you customers.

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Topics: Voice of the Customer, Customer Service, Customer Experience, Productivity,, Loyalty, customer engagement optimization, Customer journeys, Customer Feedback

Customer Experience Takes Center Stage

Posted by Greg Sherry - Vice President of Marketing

Jun 17, 2015 4:03:25 PM

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Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase customer loyalty. Areas of specific focus at the conference included:

Innovation in digital customer experience. Attendees learned how leading-edge companies are reinventing their digital experience to define and deliver a superior customer experience. In one Forrester presentation, a loyalty and customer experience project at Starbucks called “My Starbucks Idea" was discussed. Goals of the project included engaging with customers to collaborate and generate new and innovative ideas for Starbucks’ business including Product Ideas, Experience Ideas, and Involvement Ideas. Check out some of the results.

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Topics: Speech Analytics, Text Analytics, Quality Monitoring, Recording, Workforce Management, Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, Quality Management, digital

Surveys Are Alive and Well

Posted by Nancy Porte - Vice President, Global Customer Experience

Jun 15, 2015 3:43:13 PM

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I have some great news—the survey is not dead.

In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer service agents, develop better processes, and to evaluate if improvements are being noticed by customers—and importantly—are having the long-term desired effects on their satisfaction.

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Topics: Voice of the Customer, Customer Feedback Surveys, Customer Satisfaction, Customer Service, Customer Experience, Customer Satisfaction Surveys, Loyalty, customer engagement optimization, Customer Feedback

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