One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as well as creating more transparency about ...
Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots can help improve work productivity in a ...
Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Both ...
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, ...
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 ...
Have you noticed the number of Help Wanted signs showing up at stores, offices and factories? And the openings are not just for retail and restaurant workers. There are plenty of opportunities for professional managerial workers. Nationally, the unemployment rate in the United States is about ...
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight of one of the fundamental building blocks of ...
As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market.  Once again Verint solutions have been recognized, this time by DMG ...
This large, leading private education provider offers professional development and educational programs and services to working adults. The company needed a way to increase the efficiency of their financial services and admissions offices with the goals of improving the overall student experience ...
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 ...
From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human employees do their jobs. The World Economic ...

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