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Verint Updates Speech Analytics Platform to Provide Better Insights

How to best analyze and understand customer calls in order to serve customers better and help keep them loyal is an ongoing challenge for organizations. Verint has made that easier with its cutting-edge advancements to the Verint Speech Analytics™ solution, part of the Verint Customer Engagement Optimization™ portfolio. “Verint began the journey on this latest […]

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Understanding the Cost Per Patient in the U.K.

As a speaker at a recent Healthcare Strategy Forum, it was my great pleasure to converse with a broad cross-section of the U.K. National Health Service (NHS) community. What was evident is the stress on these organizations from the competing factors of improving patient service—driven by the strong and genuine desire from health professionals to […]

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What Happens in Vegas Doesn’t Always Stay in Vegas – Part Two

In my previous post about Verint’s Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in […]

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Following Journey Mapping’s Future Path

Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior. Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping, noting that it was initially used to ‘find and fix’ issues in delivering high-quality customer experiences. As such a […]

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A Look Back at Engage – Part One

For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get no […]

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The Critical Role of Employees in Today’s Digital World

Here at Verint, we’ve recently completed our most successful global customer conference ever, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest music festivals in the world and home to 175,000 attendees for five days every June. […]

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How to Employ a More Frictionless Approach to Customer Authentication

Can caller verification really become “frictionless”? Spending 45 seconds answering security questions is friction that can turn off customers and add to agent handle time. To aid in the reduction of friction and cost, mining phone calls for actionable intelligence can help easily and securely verify callers. You probably know how this scenario goes. You […]

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The Unknown Benefits of Gamification – Part Two

Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees. That helps with customer experiences and engagement, and can help reduce attrition. Gamification can assist these efforts. […]

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Mapping the Verint Customer Experience Journey

Recently at our Engage global customer conference in Las Vegas, we decided to try something new. We took our conference guests on what we called “The Verint Customer Experience Journey,” where we gave our customers full access to the documented journey of what it’s like to do business with Verint. Because I spend my time […]

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U.K.’s Government as a Platform Initiative Making Progress

The U.K. government has been delivering on its Government as a Platform initiative for the past few years. But what exactly is it? The official definition is…“Government as a Platform is a new vision for digital government; a common core infrastructure of shared digital systems, technology and processes on which it’s easy to build brilliant, […]

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