Capacity Plans: Where Do They Fall Short?

Posted by Mary Lou Joseph

Jul 23, 2014 12:22:00 PM

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Most organizations conduct a capacity planning exercise—whether it’s once a year, quarter or month. At a minimum they have three components: 1) a broad sweep estimate of the various types and volumes of work performed; 2) a calculation of the number of people needed to conduct the work; and 3) a budgetary reconciliation of those numbers.

Each department is either asked to create their own plan, which Finance reviews and modifies, or the department is simply given a number from corporate with which they have to work.

It sounds pretty straightforward. However, can you tell what’s missing?

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Topics: Enterprise Workforce Optimization, Back-Office Operations, Workforce Management, Workforce Optimization, Strategic Planning, Capacity

"Pump Up" Your Quality Assurance Program

Posted by Susanne Pitts

Jul 22, 2014 4:38:00 PM

The need for agents to provide the best service possible continues to intensify in this day and age of choices and instant communication. How can organizations keep up?

Traditional "side-by-side" monitoring has long involved a supervisor listening to an agent's call and evaluating the performance in real time. While this can provide helpful feedback, a way that can potentially offer faster feedback that can be quickly applied is called analytics-driven quality monitoring.

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Topics: Voice of the Customer, Speech Analytics, Text Analytics, Quality Monitoring, Voice of the Customer Analytics

Bridging the Gap

Posted by Richard Bennett

Jul 21, 2014 1:44:41 PM

I recently had the opportunity to spend a couple of days at the Professional Planning Forum’s (PPF) annual conference in Brighton. This year’s theme was “Bridging the Gap – People Build Success” and focused on the importance of engagement in order to drive improvements across organizations.

As part of the opening keynote, they introduced their new “5 Steps to Success” model.

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Topics: Back-Office Operations, Workforce Management, Customer Service, Customer Experience

Keeping the Banking Industry Protected

Posted by Courtney Mamuscia

Jul 17, 2014 9:45:00 AM

Bank_pic2Our nation’s financial institutions hold a unique place in our everyday lives. As the guardians of untold amounts of wealth, banks, credit unions and even ATMs are also highly susceptible to a constant barrage of attempted theft and fraud. And, criminal tactics continue to evolve. That’s why financial institutions require leading-edge safety and security technology to help ensure that every customer, employee, facility and dollar is guarded.

Verint provides comprehensive solutions to banks and credit unions to help deter fraud and crime, speed up investigation time and even streamline operations. Our technology is used throughout the world to improve situational awareness, safety and security, help ensure regulation and compliance standards, and more.

Every organization has different needs and challenges. Let’s take a look at two of our recent deployments in the financial industry, as well as their goals and results:

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Topics: Video Management Software, Network Video Recorders, IP Cameras, Security Solutions, Video and Situational Intelligence, Bank and Financial Services, fraud prevention, Situation Management

Tech Tip: Formatting Tips for Surveys

Posted by Jamie Kolsky - Product Support Associate

Jul 15, 2014 4:12:38 PM

Are you having difficulty formatting your surveys in Verint® Enterprise Feedback ManagementTM (Version 7.1 and higher)? Are the font styles and sizes changing from question to question, or does something just not seem right? If the answer is yes to any of these questions, it likely means there is text in your survey with bad formatting. The number-one cause is copying and pasting text directly from Microsoft® Word.

To help prevent this issue, copy and paste your text into a plain text editor such as Notepad, which will strip all formatting from the text. You can then copy the text from the plain text editor into the survey software.

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Topics: Customer Feedback Surveys, Enterprise Feedback Management, Customer Satisfaction Surveys

Is Your Organization Ready for the Truth?

Posted by Nicole Nevulis

Jul 14, 2014 3:47:00 PM

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As organizations strive to make sound decisions to stay competitive, gaining helpful insights from data becomes more important than ever. How comfortable are you that your organization’s data can paint an accurate picture of what’s really happening?

Verint’s Nicole Nevulis, senior manager, back office workforce optimization, described to Operational Excellence by Design the importance of having “one version of the truth”—the sole source for operating data upon which to measure performance and consider options.

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Topics: Back-Office Operations, Workforce Management, Workforce Optimization, Big Data

Experience Verint’s Best-in-Class Integrator and End-User Training

Posted by Rachael Toll, eLearning Program Manager

Jul 10, 2014 11:00:00 AM

In the dynamic, fast-paced security industry, effective training can mean the difference between success and failure. We understand that education plays a vital role in the successful deployment and operation of our solutions, so we offer a best-in-class training platform for both integrators and end users with the goal of helping to develop the skills needed to maximize the functionality of our Video and Situation Intelligence portfolio and help offer an excellent return on investment.

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Topics: Video Management Software, eLearning, Security Solutions, Video and Situational Intelligence

Technology Innovation Is Changing How UK Consumers Bank

Posted by Jenni Palocsik

Jul 9, 2014 3:05:21 PM

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A new report published July 7 by the British Bankers Association and EY, “The Way We Bank Now,” shares how the ongoing digital banking transformation, growing consumer adoption of technology, and competition among banks is delivering significant improvements in the United Kingdom.

Some highlights from this report:

-          Customers want multi-channel banking. People want options when they communicate with their bank, and their preferred interaction channel can vary by type of transaction and customer segment—even during the same day.

-          The branch remains integral to banking in the 21st century. Although the size of branch networks is expected to continue to decline, those that remain will be essential for more important or complex needs such as getting a mortgage, investment advice, or resolving a complaint. And, banks are committed to their branches, refurbishing 2,274 of them in the past two years alone.

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Topics: Voice of the Customer, Retail Financial Services, Retail Banking, Bank and Financial Services

Speech or Text – That Is the Question

Posted by Oscar Alban

Jul 8, 2014 3:55:52 PM

Speech analytics and text analytics are extremely valuable tools in the battle for that precious data contained in recorded conversations with customers and in the text-based channels where they regularly communicate.

Text and speech analytics enable you to understand the drivers of issues critical to your business, surface issues you didn’t even know existed, and examine customer comments and feedback across a broad range of channels, including phone, social media, surveys, email, chat and more.

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Topics: Voice of the Customer, Speech Analytics, Text Analytics, Voice of the Customer Analytics, Customer Service, Customer Experience, Big Data, customer engagement optimization

Keeping Consumers Healthy While Meeting Their Great Expectations

Posted by Susanne Pitts

Jul 7, 2014 3:09:00 PM

As with nearly every other industry recently, the healthcare industry faces some pressure to become more customer-centric. Health payers are increasingly being held to the customer experience standards of completely unrelated industries, thus creating the need for them to start paying more attention to their customers’ long-term health journeys.

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Topics: Voice of the Customer, Voice of the Customer Analytics, Customer Experience, Affordable Care Act

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