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Entries for the ‘Workforce Optimization’ Category

Innovative Prescription Benefit Management Leader Find Its Remedy with Verint

An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce Management, Verint Desktop and Process Analytics, and Verint Advanced Scorecards and gained a new understanding of workflow and improved […]

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A Customer’s Best Practices for Upgrading to Verint Workforce Optimization

The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint® Workforce Optimization™. The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments, in which staff engaged with customers on the phone and performed order fulfillment off the phone.  At Verint’s […]

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Employee Engagement Does Not Equal Employee Effectiveness

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 performance.”1 To measure and manage employee effectiveness, […]

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For 2017, Resolve to Maximize Your Contact Center Technology Investments

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. Enterprises can thus strengthen the value from both solutions and likely be on their way to improving the customer experience. […]

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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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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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Dynamic Media Leader Uses Verint to Improve Customer Satisfaction

This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect. The company’s existing platform was no longer meeting the needs of the growing business, so it brought in Verint Workforce Optimization […]

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The Award for Most Persistent Driver of Change Goes To … (Part 1)

The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The corporation had been using the Verint Workforce Management (WFM) […]

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Desktop Process Analytics: The Overlooked Overachiever

I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off […]

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Amplify Your Workforce Optimization Strategy

Have you filled a prescription at a pharmacy or through mail-order recently?  It’s a process that seems simple enough. However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires a lot of synergies among people, processes and technology so the process is smooth and efficient. I recently […]

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