Verint InTouch

Customer Engagement

Recent posts by:
Mary Lou Joseph
The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link ...
Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency.  Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.1 Omer Minkara, VP & Principal Analyst of ...
Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break.  With fewer adults smoking, and work schedules being more fluid, we see fewer regularly scheduled breaks as ...
Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the ...
In the first blog in this series we discussed the scalability of process improvement resources. In the second blog, we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process, how do you make it stick and help ensure the ...
Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired ...
In the first blog in this series, we discussed how organizations can help optimize the impact and scalability of their corporate Lean and Six Sigma teams.  In this blog we’ll be addressing how these teams can prioritize processes for re-engineering or automation. In a recorded webinar, Creating ...
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple). While many topics were covered, improving ...
I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. The focus of most of my musings has been on the ...
Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”1  The term gamification first gained widespread usage ...
Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company?  If you answered yes to any of these questions, then likely your operations are living in ...

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