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Entries Tagged ‘operational visibility’

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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How Effective Are You at Operational Management?

Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t it be great if the key management processes across the organization were consistent—with a single repository […]

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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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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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Five Steps to Transform Data into Actionable Intelligence

One complaint we hear often in the age of Big Data is that we now have too much data.  You may ask: How do I dig through all the noise and find the data that truly helps me measure and manage my operations?  Here are five steps to break through the noise and transform data […]

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Verint Speakers: Speech Analytics, Knowledge Management and Going Beyond WFO

Summer School August 2-25; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve customer and employee engagement. Attendees will learn how customers’ behavior, needs and expectations are driving change in customer service, operations and technology requirements. Ask the Experts: Speech Analytics Edition August 3; Webinar  Verint’s Scott Hays, vice […]

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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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Transforming the Invisible Back Office into a Competitive Differentiator

For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and manage the right number of agents with the appropriate skills, but can also provide […]

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Tech Tip: Desktop and Process Analytics Reporting

Did you know that Verint Desktop and Process Analytics (Version 10 and higher) can enable you to quickly see productive and unproductive usage of the internet when you run reports? The solution can easily capture the URLs of sites that your employees are accessing throughout the day and rename them with simple, more intuitive titles. […]

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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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