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Tech Tip – Gaining Insight from User Role Reports

Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights? Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment. […]

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A Little Data Can Have a Big Impact on Customer Engagement

Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers. I recently spoke with Customer Experience Report about an experience I had at a Japanese hotel where employees applied the data they […]

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Expected and Unexpected Benefits from Performance Management

A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards (Leading Financial Services Firm, Does Kindergarten Belong in Business, Vision Insurer Enhances Employee Engagement), and this healthcare insurer is […]

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(Data) Corruption Running Rife in the Public Sector

A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer,” is intrinsically linked to the optimization of customer engagements. This report cites modelling that […]

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You Can’t Transform Customer Engagement Without Employee Engagement

A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse, with the highest engagement level being in Denmark. However, that number is still only 21 […]

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Verint Speakers Travel the World in May

APCO Annual Public Safety Broadband Summit & Expo May 5; Washington, DC Verint’s Bill Pryor, senior director of public safety and mid-markets, will discuss “The Role of Security Analytics in a Big Data World: How to Make Big Data Actionable for Next Generation Law Enforcement Agencies” at 1:45 p.m. ET. In a next-generation law enforcement […]

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7 Must-Have Customer Engagement Tools for 2015

Much is being said about customer engagement these days. Knowing which tools to spend your time and monetary resources on can help you concentrate on what really matters—strengthening your customer relationships and building long-term loyalty. Verint’s Brian Koma, vice president and practice leader of customer experience, spoke to 1to1 Media recently about how it’s really […]

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Using Technology to Maximize the Human Touch

Now more than ever before, people are the most important asset in your contact center. It’s true that technology has advanced to the point where most simple issues can be resolved digitally without an employee’s involvement. However, this means that when a customer does need to speak or chat with an agent, issues are highly […]

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How One City Shined a Light on Dark Data

In my last blog, I highlighted government’s challenge of understanding and using the huge amount of data they are bombarded with daily to make better decisions and better serve their citizens—and how one city was empowering its citizens to gain intelligence from this data and take action on it themselves. Now, I want to look […]

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Engage 2015 Discounted Room Rate Expires Soon

Engage 2015 is almost here, and if you’re attending, act now to reserve your room at the Paris Las Vegas Hotel and Casino to take advantage of the discounted room rate, which expires on May 12. Engage 2015 is the Verint® Systems Global Customer Conference taking place in Las Vegas from June 8-11. At Engage, […]

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