The Critical Role of Employees in Today’s Digital World

Posted by Peter Whibley

Jul 28, 2015 10:45:40 AM

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Verint completed our most successful global customer conference ever this summer, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest music festivals in the world and home to 175,000 attendees for five days every June.

But, weren’t the Internet and digitization supposed to end all of this? By now, we were supposed to have replaced the need to fly to meetings and the need for face-to-face business engagements with video conferencing. We were also no longer going to attend live music events and would instead be watching events live from the comfort of our home rather than in Wellington boots in a muddy English field. Yet the conference circuit has never been healthier. And, while recording revenue has declined, live music is now the most important revenue stream for many artists.

It seems that the human need to share, participate and engage is as strong as ever, even in today’s digital world.

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Topics: Workforce Management, Workforce Optimization, Customer Service, Customer Experience, customer engagement optimization, digital

What Happens in Vegas Doesn’t Always Stay in Vegas – Part Two

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Jul 23, 2015 11:10:53 AM

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In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

The highlight of the event for me was the session in which I presented alongside Andrew Studee, vice president, strategic consulting services, Verint Enterprise Intelligence Solutions. Andrew and I decided that our topic should address which technology solutions are in greatest demand in 2015, and how to get the most bang for the bucks you spend on those technology solutions.

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Topics: Speech Analytics, Contact Centers, Text Analytics, Desktop and Process Analytics, survey software, Engage, contact center workforce optimization

Following Journey Mapping’s Future Path

Posted by Susanne Pitts

Jul 22, 2015 3:12:44 PM

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Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior.

Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping, noting that it was initially used to 'find and fix' issues in delivering high-quality customer experiences. As such a program matures, customer journey maps can often be used instead to develop and plan new service and experience programs and strategies.

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Topics: Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization, employee engagement, Customer journeys, Customer Journey Mapping

A Look Back at Engage – Part One

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Jul 20, 2015 1:08:27 PM

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For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get no pleasure from it and I hate losing. When the days of the $2.99 all-you-can-eat buffet and free lounge cover-band entertainment passed into history, Vegas and I parted ways. The only reason I’ll go to Las Vegas now is if business calls, as it did in June.

June was when I found myself among a select group of industry analysts and members of the press from both North and South America as guests of Verint® at its annual user conference. Formerly called Driving Innovation, the Verint event is now known as Engage in recognition of the diverse and combined Verint and KANA customer population in attendance. The four-day event took place at the Paris Hotel in Las Vegas.

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Topics: Speech Analytics, Contact Centers, Big Data, Call Centers, Engage

How to Employ a More Frictionless Approach to Customer Authentication

Posted by Amit Desai

Jul 16, 2015 10:11:23 AM

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Can caller verification really become “frictionless”? Spending 45 seconds answering security questions is friction that can turn off customers and add to agent handle time. To aid in the reduction of friction and cost, mining phone calls for actionable intelligence can help easily and securely verify callers.

You probably know how this scenario goes. You call your bank, and after 45 seconds of providing your account number, mother’s maiden name, date of birth, street address and more, you finally hear “how can I help you today?” And, if you call back an hour later, you go through the same 45 seconds … a bit like "Groundhog Day."

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Topics: Contact Centers, Customer Service, Customer Experience, voice biometrics, fraud prevention, identity authentication, customer engagement optimization, Call Centers

U.K.’s Government as a Platform Initiative Making Progress

Posted by David Moody

Jul 14, 2015 10:59:30 AM

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The U.K. government has been delivering on its Government as a Platform initiative for the past few years. But what exactly is it?

The official definition is "Government as a Platform is a new vision for digital government; a common core infrastructure of shared digital systems, technology and processes on which it’s easy to build brilliant, user-centric government services.”

Confused?

Perhaps this (really good) YouTube video provided by the Government Digital Services department will help clarify things. The main aim of the Government as a Platform strategy is to help ensure that government services are no longer built independently of each other. Rather, they should be reusable “platforms” that are built specifically for sharing by multiple departments and agencies.

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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 Two

Posted by Oren Stern - Senior Vice President, Product Strategy

Jul 13, 2015 12:13:37 PM

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Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees. That helps with customer experiences and engagement, and can help reduce attrition. Gamification can assist these efforts.

Happier Employees

Making the employee the hero of their game: New views of gamification focus less on the “winner takes all” view of the leaderboard and competition. Instead, they center more on leaderboards and benchmarks that are personalized for the employee. It’s often a good practice to measure groups or individuals against a personal, custom-fit benchmark instead of a leaderboard where the same people always reach the top. In this way, a revised leaderboard—where one competes against a benchmark of oneself—is a more effective way to use gamification and one that makes the employee the hero of their story.

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Topics: Performance Management, eLearning, Customer Service, Customer Experience, Analytics, Gamification, employee engagement, Employee Satisfaction, Data Quality, Feedback

Mapping the Verint Customer Experience Journey

Posted by Nancy Porte - Vice President, Global Customer Experience

Jul 9, 2015 11:57:55 AM

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Recently at our Engage global customer conference in Las Vegas, we decided to try something new. We took our conference guests on what we called “The Verint Customer Experience Journey,” where we gave our customers full access to the documented journey of what it’s like to do business with Verint.

Because I spend my time talking to customers about what works well and what could work better—I fully understand the incredible value of customer feedback. Its importance simply cannot be underestimated for helping to ensure an organization is meeting the needs that matter most—those of its customers.

At Engage, we continued to gather valuable feedback from visitors who viewed our customer journey map—insight that will help us become an even better business partner to our customers.

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Topics: Customer Experience, customer engagement optimization, Customer journeys, Engage, Customer Feedback

Empowering the Next-Gen Customer Advocate

Posted by Steven Thurlow

Jul 8, 2015 1:39:00 PM

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Recent research has highlighted the enormous impact that people in organizations can have on customers. Engaged employees are at the heart of every thriving business and every customer-centric initiative. For all the (welcome and needed) advances in self service over web and mobile, when a customer really needs help—it’s people that make the difference.

Just as we see the channel proliferation, digitization and rising expectations of consumers, so too we see a shift in expectations and aspirations of the next-generation workforce. Chief among them is empowerment—enabling employees to do the right thing for the customer, supporting them with the right systems and tools, and seeking their views to help move the organization forward.

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Topics: Performance Management, Contact Centers, Workforce Optimization, Customer Satisfaction, voice of the employee, Customer Service, Customer Experience, Productivity,, Net Promoter Score, Gamification, customer engagement optimization, employee engagement, Customer journeys, employee productivity, digital, Employee Satisfaction

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

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