Empowering Your Employees: A Recipe for Success

Posted by Koren Stucki - Solutions Marketing Director, Customer Analytics

Oct 30, 2014 10:03:31 AM


Some things are just meant to go together—like peanut butter and jelly, a toothbrush and toothpaste, or a hammer and nail. The same is true for customer and employee engagement. Before you can truly focus on optimizing customer engagement or improving your customer’s experience, you have to engage with your own employees.

Plenty of research demonstrates a direct correlation between employee engagement and customer loyalty. For example, according to a 2013 Employee Engagement Benchmark Study by Temkin Group, 75 percent of employees in companies with strong financial results were highly or moderately engaged.

This research holds true because many of your engaged employees know your customers and how they interact with your organization. Employees can identify customer pain points faster than anyone else and can recommend improvements that enhance interactions with customers.


Topics: Back-Office Operations, Voice of the Customer, Voice of the Customer Analytics, Customer Experience, survey software, customer engagement optimization, employee engagement

Customer Interaction Analytics Is the "New Black"

Posted by Susanne Pitts

Oct 28, 2014 11:03:15 AM


Are you looking for ways to glean important insights from your customers—then make business-impacting decisions from them? Then plan to attend a free one-hour webinar on Wednesday, November 5 at 11 a.m. ET called “Customer Interaction Analytics Is the 'New Black'” where two experts in the field of customer analytics share insights that can help you quickly get to—and act on—the data that matters the most.  

These days consumers tend to move between channels expecting seamless service—in other words, they expect an omnichannel environment. However, in the absence of such an environment, many customers may grow disappointed and leave. That’s not good news for organizations, which experience multi-channel complexities that can add up to high costs to serve and reduced customer satisfaction.

However, there are answers to these challenges.


Topics: Voice of the Customer, Voice of the Customer Analytics, Customer Satisfaction, Customer Service, Customer Experience, Big Data, customer engagement optimization, omnichannel

Four Steps to Increased Employee Engagement

Posted by Mary Lou Joseph

Oct 27, 2014 2:08:04 PM


Research has shown that companies with highly engaged employees perform better financially and have higher customer satisfaction. Yet many organizations fail to provide employees with the four key elements for meaningful engagement:

1. Clear goals that are role-specific yet still tied to company objectives

2. The opportunity to use and develop their skills

3. Recognition for their contributions

4. A good relationship with their direct manager and coworkers.

Clear Goals

In Bruce Kasanoff’s Forbes.com article, “Employee Engagement 101,” Bruce states that “Employee engagement depends on a shared mission, because that’s what elevates individuals to higher levels.” He goes on to ask, “Are your metrics and compensation plans and products and services and client service teams and culture all designed to reflect this reason for being?”


Topics: Back-Office Operations, Coaching, Performance Management, Analytics, employee engagement, Training

Have You Asked Your Customers About the Branch?

Posted by Jenni Palocsik

Oct 24, 2014 3:08:46 PM


Figuring out how to deliver the “branch of the future” can be a daunting task in an ever-changing marketplace. Do you know what your customers want, need or expect now? Have you asked them?

And if you have, what changes are you thinking of making based on that insight?

It’s difficult to try to convince customers to use (only) your organization’s preferred banking channels to interact with your financial institution. It could be easier to assess what your customers need and figure out how your bank might be able to provide it.


Topics: Voice of the Customer, Retail Financial Services, Branch Office Operations, Voice of the Customer Analytics, Customer Service, Customer Experience, Survey Research, Retail Banking, employee engagement

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


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?


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


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.


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


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.


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


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.


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


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.


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


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


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

Share this content!


Search Verint

Select an RSS Feed

Subscribe to Email Updates

Sort Posts by Author

See All