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Entries Tagged ‘operational efficiency’

Create a Continuous Improvement Quality Program Enterprise-Wide

Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling into a company? But this capability and focus on quality has mostly been limited to the contact center. Why? The customer journey often times does not start […]

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Executive Networking at the Verint Engage Conference

As mentioned in a recent blog post by Laurie Wickham, Verint’s Engage global customer conference begins June 27th in Chicago. Check out the agenda to see what’s being planned—including over 100 breakout sessions, 11 user groups, and eight themes.   The 3rd annual Verint Executive Summit will also take place during Engage.  The summit will be hosted by […]

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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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Customer Engagement: Executive Perspectives, Part Two

As mentioned in part one of this series, I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.  We discussed going above and beyond previously, so let’s now explore what the two executives […]

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Putting the Banking Customer in Control

Appointments are really the norm in most businesses today. From Apple® stores1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day, time and location to get the service they desire. They want to be in control. […]

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The Spotlight Is On the Back Office—Finally!

Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time. There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management […]

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Customer Centricity Is No Longer an Option—It’s Fundamental to Survival

In this intensely competitive and disruptive environment, the need for outstanding customer service has never been more critical. With its role in contributing to a company’s brand promise, it is simply too important to be left to a single department. Outstanding customer service can only be delivered when the business acts in unison, in a […]

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Achieving Visibility in Branch Operations for Better Decision-Making

Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent customer loyalty study commissioned by Verint found that although consumers […]

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Trick or Treat—Can You Trust Your Data?

Halloween is a dichotomy of trick or treat, and so are business initiatives to improve efficiencies through technology. Many programs and solutions promise sweet results, but businesses are often suspicious. Is the latest technology actually a wolf in sheep’s clothing? Distrustful Educator Take a leading online educator who implemented Verint Desktop and Process Analytics to […]

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