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Entries Tagged ‘Quality Management’

Why Speech Analytics Is a Must Have

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed […]

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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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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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Looking Ahead: 2017 Business Challenges and Opportunities

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought out customer engagement strategy include determining how you can enrich customer interactions, improve business processes, and optimizing the […]

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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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Improve the Customer Experience—Listen to Your Branches

Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to complete a transaction—they could attempt a mobile deposit or do an online product search, for […]

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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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Strengthening Customer Engagement and Reducing Cyber Complexity

Squiz Summit September 8; Sydney, Australia Verint’s David Moody, vice president and global practice leader, government and public sector, will present “1+1=WOW: The Benefits of Bringing Together Technologies That Were Made for Each Other” at 2:15 p.m. AEST. Web content management systems, enterprise search and CRM are most often purchased by different departments—such as communications […]

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Speech Analytics: Debunking the Myths

Like the urban legends that lurk ceaselessly on the Internet, every industry has its own share of myths that seem to take on a life of their own.  Even in the contact center industry we have our share of myths, misunderstandings and mix-ups. Unfortunately, we don’t have our own version of Snopes to check on […]

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To Improve Is to Change—to Be Perfect Is to Change Often: Part 2

In part one of this blog we reflected on how the challenge of delivering public services is occasionally increased by the advent of internal organisational change. This is something being wrestled with by over forty local councils and municipalities in New South Wales, Australia, which are being merged to form nineteen new organizations. Their efforts […]

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