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Entries Tagged ‘Training’

Helping Managers to Quickly Know Where to Take Corrective Action

Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. Rather than not having enough information, this uncertainty can spur some managers to overcompensate by […]

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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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Building a Business Case for Knowledge Management

It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time and error rates should go down and customer satisfaction should go up. In fact, Aberdeen Group has found that best-in-class knowledge management users have significantly higher customer retention […]

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Evolving Knowledge Management Products and Programs

We see one thing all too often in the world of knowledge management (KM). Many services organizations aspiring to KM excellence do not put enough focus and effort around the specific capabilities and relationships KM needs to evolve. A clear understanding of the actual audiences and outcomes of KM can drive effective behavior, and help […]

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“Deploying” Knowledge Management: Creating a Knowledge-Centered Culture

Knowledge Management (KM) is a core business competency: a way of thinking, acting and learning focused on knowledge creation, maturation and re-use. As such, the development and evolution of KM requires a combination of individual development, cultural change and organizational practices. The deployment of a knowledge base, while often the catalyst and focus for renewed […]

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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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Planning for 2016? Verint Customer Conference Offers Insight for Achieving Business Goals

With the year drawing to an end, your organization may be in high gear, planning goals and strategies for 2016. Most people are looking for fresh ideas to engage customers more effectively. Learning from others who want to share their insights? That’s always a great idea. If you’re a Verint customer or partner, here’s your […]

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December Speakers Talk Customer Engagement and Situational Awareness

Transec UK December 2-3; Olympia London, United Kingdom Verint’s Ian Graham, vice president and United Kingdom country manager, will present “Reactive to Proactive Security with Advanced Situational Awareness” at 4:20 p.m. GMT on December 2. Topics to be discussed include the key ingredients for creating advanced situational awareness, how threats in transportation are evolving and […]

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Verint Keeps the Focus on the Customer Worldwide in October

Member Care at AARP – Real Possibilities and Real Results October 13; Verint-AARP Webinar Verint’s Scott Hays, vice president, solutions marketing, and AARP’s Brian Clancy, manager contact center operations, will discuss at 1 p.m. ET how the customer journey is made up of many experiences—most of which are the sum of individual interactions and even […]

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Knowledge Management – A Driver of Organizational Value

My team recently examined the key indicators related to knowledge management enabling support—everything from increasingly leveraging knowledge on different channels to higher-quality service interactions. It’s clear enough that good KM delivers value. What are the key benefits, then, for an organization? How should one think about it? The answer is it depends on who you talk […]

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