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Entries for the ‘Voices of Experience’ Category

Be Part of the 2016 Engage Global Customer Awards

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to submit a nomination for the 2016 Engage Global Customer Awards! The Engage Global Customer Awards […]

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The Marriage of Knowledge Management and Quality Management

Thinking back on my time in Operations, like so many other people I spent a significant amount of time trying to understand the root cause of the quality management (QM) opportunities in my organization. What could it be? Should we improve our classroom training, should we do more on-the-job training, or were we hiring the […]

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Verint Speakers: Improving the Customer Experience and Workforce Management

Society of Workforce Planning Professionals (SWPP) April 4-6; Nashville, Tennessee Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is increasingly important, so why would a progressive company such as Bass Pro Shops move from flexible, […]

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Customer Engagement: Are You Immature?

This past week we held a webinar with Jeremy Cox from Ovum to review some research of more than 18,000 global consumers. Jeremy did a great job walking us through the data and laying out many of the aspects of customer engagement that organizations need to consider. One of the more interesting slides Jeremy presented revolved […]

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December Speakers Talk Customer Engagement and Situational Awareness

Transec UK December 2-3; Olympia London, United Kingdom Verint’s Ian Graham, vice president and United Kingdom country manager, will present “Reactive to Proactive Security with Advanced Situational Awareness” at 4:20 p.m. GMT on December 2. Topics to be discussed include the key ingredients for creating advanced situational awareness, how threats in transportation are evolving and […]

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Can Public Safety Be Improved Through Citizen Engagement?

In cities around the globe, police officers and public safety officials work to ensure the safety of millions of residents—a prospect that must often feel daunting. Consider the fact that one of the world’s largest municipal police forces—New York City—includes more than 34,000 officers. And yet there is still only a 247-to-1 ratio of officers […]

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Celebrating Customer Service Week – Key to Developing Customers for Life!

Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the exemplary service they received from one of our team members, […]

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Three Tips to Successfully Manage Customer Journeys

Your organization works hard to collect customer experience data in the constant quest to earn customer loyalty. Have you consistently collected this data but then struggled to translate the resulting insights into long-term advantage? This challenge is more common than you might think. In a 1 p.m. session on Thursday, August 13, we’ll explore how […]

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Video Series: Best Practices for the Agent Desktop

Contact center agents have a very tough job. Products are increasingly complex, and customers expect nearly instantaneous answers and results. In an attempt to help agents to answer every question, organizations push application after application to the desktop. Mergers and acquisitions can double or triple the number of systems seemingly overnight. Because of this, agents […]

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Video Series: Getting Started with Knowledge Management

Often there is so much information on a topic that it can feel a bit overwhelming. Without knowing where to start, people simply opt for inaction. Knowledge Management can definitely be one of those complex topics, with thousands of reference documents, white papers and articles on the subject. I’ve recently put together a simple video […]

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