Verint InTouch

Customer Engagement

CRMXchange QA & Analytics Virtual Conference June 5-8; Online Webinar Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. ET. With all the talk about ...
We hear a lot today about employee engagement. But according to the Hay Group, “engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to ...
Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. Rather than not having enough information, this ...
We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle these business challenges? I recommend the ...
As I discussed  in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce optimization initiatives.   I met with ...
Most of us who have been in the workforce for a while have worked with a micro-manager. It’s not a comfortable situation.  They mean well and are only trying to ensure the work gets done on time, accurately, and with little waste.  However, their need for control and constant updates is ...
The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs, favorite recipes and holiday activities, ...
Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural change and organizational practices.  The ...
Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce less than compelling business value. What’s ...
Today, it is all too easy for customers to switch to a competitor. More than ever, organizations need to balance the need to get the most from their operations while also equipping employees to offer the best possible customer experience—and thus be more successful in retaining customers and ...
Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve ...

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