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Entries Tagged ‘Scorecards’

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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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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Customer Engagement Optimization: Enabling “First Person” Issue Resolution

As I discussed  in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce optimization initiatives. I met with the president again a couple weeks ago, and we discussed some additional areas around […]

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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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Traditional Performance Management Is SO Yesterday

The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs, favorite recipes and holiday activities, maintaining tradition is important. However, there are times when newer is not […]

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The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed

Being customer obsessed means you make the commitment and the investment in being able to respond quickly to customer needs to realign—or even reinvent—how you do business. Although most organizations have a quality program in place, they often produce less than compelling business value. What’s more, traditional quality programs don’t provide organizations with the responsiveness […]

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The New Face of Performance Management

Today, it is all too easy for customers to switch to a competitor. More than ever, organizations need to balance the need to get the most from their operations while also equipping employees to offer the best possible customer experience—and thus be more successful in retaining customers and growing revenue. These are big and important […]

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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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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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