No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.
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 ...
Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t it be great if the key management processes across ...
Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share ways to speed up the “time to value” of data ...
Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and ...
We love “before and after” pictures. A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system that is easier to use day in and day out. Why are ...
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down ...
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 ...
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.”  ...
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and ...
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant.  Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do ...

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