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What Next? Tips for Prioritizing Your Automations

Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about how you might manage the technology so that it could be used to complete numerous tasks […]

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Getting the Customer Experience Right in 2017

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences. Hollenbeck noted the following as he […]

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Why Is Meeting Service Level Agreements So Challenging?

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.  One work item can easily cross three to five functional areas, e.g., contact center, account maintenance, order fulfillment, shipping, billing, etc. […]

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Call for Speakers: Engage 2017 Verint Global Customer Conference

Are you interested in presenting during a breakout session at Engage 2017, the Verint Systems Global Customer Conference? This year’s conference will be held in Orlando on May 22 – 25, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions, and best practices with other conference attendees. There’s […]

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New Verint App Extends Employee Engagement Capabilities on Mobile Devices

Verint recently introduced Mobile Work View to meet the evolving needs of organizations that need to access workplace information anytime, anywhere. Because work doesn’t just happen in the office, this application extends common work activities across devices so that employees can access the capabilities they need—without compromising data security. This app offers a view into […]

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Leading Personal Lines Insurer Prioritizes Customer Engagement

This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so they chose Verint Workforce Optimization and Customer Analytics solutions—including Verint Call Recording, Verint Quality […]

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Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys. These maps help illustrate the interaction between company and customer at every point […]

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Helping Managers to Quickly Know Where to Take Corrective Action

Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. Rather than not having enough information, this uncertainty can spur some managers to overcompensate by […]

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Production Management in Service Organizations: Operating Blind?

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 the work. What differs in a […]

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Verint Wishes You Happy Holidays!

At Verint, we are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to a fantastic 2017!

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