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Entries Tagged ‘Productivity’

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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Verint Speakers: Robotics, Knowledge Management—and Using Customer Insights Wisely

Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs It” at 12:55 p.m. ET. Buying the latest tools doesn’t necessarily make them right for your customers. […]

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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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Gamification Is the HOW of Performance Management

Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to improve—are two different things. Gamification solutions such as Verint Gamification provide the how. It helps managers understand how to engage, influence and motivate employees—presenting employees with learning […]

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20 More Examples of Processes for Robotic Process Automation

Interest in Robotic Process Automation (RPA) remains high. More and more organizations are exploring the potential use of software robots to automate tasks or entire processes using desktop applications to improve their operations. This often aligns with the ongoing need to improve productivity and quality without increasing team size.   Another significant benefit of RPA […]

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A New Enterprise Approach to Process Improvement Drives Customer Value

Most process improvement initiatives start as a reaction to a missed goal in a division or workgroup. The managers overseeing this division decide to improve the process to try and improve outcomes. Yet, this approach may be flawed from the start. Improvements made in silos fail to account for activities related to the process that […]

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Speech Analytics as an Enterprise Change Agent

Four ways that speech insights can impact the contact center and beyond Speech analytics technology is becoming an essential change agent across the enterprise, with impact beyond the contact center, or customer engagement center. Many forward-looking organizations are using speech analytics to mine millions of customer call recordings for powerful actionable insights that can help […]

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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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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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Robots Are More Than Just ‘Cool’—They Can Get Work Done

Robots are not new—they have fascinated people old and young for a long time. However, more and more they are not just characters in science fiction movies and TV shows—they are being used to get work done in operational and customer service areas of companies. And that is fairly new. This week Verint launched Robotic […]

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