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Entries Tagged ‘analytics’

Verint Speakers: The Omnichannel Customer Experience, Analytics-Driven Value and Financial Compliance

Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share ways to speed up the “time to value” of data programs and projects—and how to encourage a culture […]

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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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Rev Up the Pulse of Contact Center Operations

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity. […]

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The Surprising Answer to the FinTech Threat

While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than ever. A Verint survey of more than 24,000 customers across 12 countries, in collaboration with […]

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Verint Speakers: Engaging Customers, Tackling Cyber Challenges, and Using Data to Improve Experiences

Customer Response Summit February 6-8; Las Vegas, Nevada Verint’s Greg Sherry, vice president, marketing, will lead an interactive general session with conference executives called “Customer Engagement LIVE!” at 2:30 p.m. PT on February 7.  Discussions will include how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce. Participants will meet and exchange ideas […]

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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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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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Cultural Change: 5 Ways to Empower Employees with Customer Insights

Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts and learning valuable lessons. In my latest article for […]

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Highlights from Customer Engagement LIVE! Part Two

As you may have read in part one of this blog series, one of the primary objectives of the Customer Response Summit in Austin, Texas last month was to “identify best practices and discuss innovative ideas on how to serve customers through emerging channels.” Verint hosted an interactive general session at the conference called “Customer Engagement LIVE!” […]

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Verint Speakers: Customer Loyalty and Cyber Threats Take Center Stage Worldwide

CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver more personalized and proactive engagements. Attendees will learn how to quickly discover customer issues and behavior trends through analytics to make […]

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