Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or ...
An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce Management, Verint Desktop and Process ...
A recent Insurance Networking News article by Nathan Golia (@NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.”  ...
These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships.  Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference.
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution. 
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so ...
In the previous blog post, I introduced the director of global business process services at a leading enterprise technology company.  The director set out on a journey to provide back-office managers with the data they needed to make effective decisions around employee productivity.  Part one ...
The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The ...
I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?”  Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off and ...
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 ...
Have you filled a prescription at a pharmacy or through mail-order recently?  It’s a process that seems simple enough.  However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires a lot of synergies among people, processes ...

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