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 ...
Posted by
Greg Sherry - Vice President of Marketing on Oct 23, 2017 2:50:09 PM
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more ...
Posted by
Mary Lou Joseph on Sep 6, 2017 12:15:44 PM
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 ...
Posted by
Robert Lamoureux on Aug 18, 2017 11:55:46 AM
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 ...
Posted by
Ryan Hollenbeck, Senior Vice President, Global Marketing on May 2, 2017 1:34:14 PM
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 ...
Posted by
Robert Lamoureux on Apr 20, 2017 2:07:54 PM
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 ...
Posted by
Mary Lou Joseph on Apr 10, 2017 2:52:55 PM
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 Are you chained to outdated legacy systems?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 ...
Posted by
Robert Lamoureux on Mar 10, 2017 12:02:11 PM
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 ...
Posted by
Mary Lou Joseph on Feb 8, 2017 11:11:30 AM
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.” ...
Posted by
Mary Lou Joseph on Dec 2, 2016 11:41:04 AM
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 ...
Posted by
Jenni Palocsik on Oct 26, 2016 1:35:08 PM
One complaint we hear often in the age of Big Data is that we now have too much data. You may ask: How do I dig through all the noise and find the data that truly helps me measure and manage my operations? Here are five steps to break through the noise and transform data into actionable ...
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