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 ...
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 ...
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 ...
Summer School August 2-25; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve customer and employee engagement. Attendees will learn how customers’ behavior, needs and expectations are driving change in customer service, operations and ...
As mentioned in part one of this series, I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.  We discussed going above and beyond previously, ...
For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and ...
Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent ...
Verint Back Office Webinar  April 7 Verint’s Steven Verbesselt, EMEA back office specialist, will discuss the major challenges facing organizations in their back offices due to a lack of visibility on tasks, resources and processes at 15:00 CEST. Steven will demonstrate ways to optimize the back ...
With today’s housing market being significantly driven by government regulations, mortgage operations executives are consistently challenged with finding the right balance between “the 3 Cs:” Customer Experience, Compliance & Capacity. Customer Experience: Today’s customer is more demanding than ...
The quality of work in your back office can heavily influence the quality of work life for your front-line contact center agents. Your agents may be receiving customer calls that could likely be avoided altogether if back-office inefficiencies were addressed. To meet that need, Verint recently ...
No matter your industry, this question is constant. How do you balance providing great customer service with using the skills of your workforce wisely? All organizations want to help ensure the right work gets done by the right people at the right time. Verint® Systems Inc. made that a little ...

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