As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?   Considerations for a well thought out customer engagement strategy include ...
Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to improve—are two different things. Gamification solutions such as Verint Gamification provide the how. It helps ...
In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and customer satisfaction should not be sacrificed for time savings. The good news is that it’s possible to ...
Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the conference was to “identify best practices and discuss innovative ideas on how to serve customers through emerging ...
Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger financial results and above-average ...
As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community.   In order to be successful, businesses need to engage their community members in a way that matches their business objectives, whether that is by increasing ...
Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet. While selfies are a form of self-expression, they also indicate a paradigm shift—a greater focus on ...
Putting the Customer First into Your Quality Efforts June 7; CRMXchange Virtual Conference Verint’s Donna Denehy, leader, global contact center and insurance business strategy team, is participating in this virtual conference with CRMXchange at noon EDT. Attendees will learn how the process of ...
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, ...
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 ...

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