verint

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Published By: Verint     Published Date: Jun 23, 2014
Many organizations struggle with a lack of visibility into how employees spend their time. What percent is spent in value-added activities, and what percent is spent idle or on activities not directly related to work objectives? Which applications do employees access, when, and for how long? Do the applications correlate with employee roles and assigned tasks?
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verint, employee performance, desktop and process analytics, employee utilization
    
Verint
Published By: Verint     Published Date: Jan 16, 2015
Do you know how productive, effective, and compliant your employees are? Learn how increasing operational visibility, and translating data into actionable reporting, can improve employee productivity by 10 percent or more.
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financial services, workforce, employee behavior, productivity, liability, operational costs, professional services, finance
    
Verint
Published By: Verint     Published Date: May 28, 2015
Learn how the right tools to measure employee performance can help your organization control costs and enhance operations. The report is being offered by Verint, but it was published/authored by OVUM.
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performance, employee, costs, operations, workforce optimization, productivity, back-office
    
Verint
Published By: Verint     Published Date: Feb 06, 2014
eBook: Focusing On Branch Sales Effectiveness
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verint, ebook, retail bank, bancography
    
Verint
Published By: Verint     Published Date: Apr 18, 2016
To move past chaos to coordination, organizations must take command of all customer-support operations, optimizing workforce utilization and service to drive better business outcomes with less effort. Learn how Seriously Smart Organizations are leveraging enterprise workforce management to measure, monitor and streamline operations across the contact center, back office and branch.
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back office operations, contact center, workforce management, customer service operations, operational efficiency
    
Verint
Published By: Verint     Published Date: Aug 02, 2016
Increase the quantity and value of post-process quality audits Simplify workflows and automate in-process reminders and guidance Create a cycle of continuous improvement in your enterprise quality management program.
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back-office quality management, post-process quality reviews, quality audits, in-process guidance, quality improvement, workflow
    
Verint
Published By: Verint     Published Date: Jan 03, 2017
The ebook provides recommendations and real-life examples of how organizations have succeeded in improving performance in each area.
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ebook, back-office management, back-office operations, standardized management processes, financial metrics reporting, production management, service delivery management, employee effectiveness
    
Verint
Published By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Save time and money by taking advantage of existing resources in a new way. KANA offers a unified, omni channel desktop that allows you to transform your customer experience without the cost and complexity of rip and replace.
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kana, customer experience, case management, process improvement, empowering employees, maturity assessments, customer satisfaction, loyalty
    
KANA®, A Verint® Company
Published By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Just as organizations have finally gotten on board with the move to omnichannel customer service —offering a seamless consumer experience through available shopping channels—the game has changed once again.
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customer service, multimodal, consumer experience, shopping, channels, technology advances, business technology, e-commerce
    
KANA®, A Verint® Company
Published By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
Providing better products at a better price isn’t always enough to attract and retain customers. The only way to truly stand out is to provide outstanding customer service. But, simply answering a customer’s phone call on the first ring or resolving an issue doesn’t qualify as outstanding customer service anymore.
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customer service, self-service, loyalty, customers, web, crm & customer care
    
KANA®, A Verint® Company
Published By: KANA®, A Verint® Company     Published Date: Aug 07, 2014
The increasing popularity of self-service for today’s always on, always connected consumer, is both breathing new life into and making new demands of the contact center and customer facing staff. Learn how with our agent desktop, KANA customers are reaping rewards that not only benefit their customers but in turn, benefit their staff and business and allow them to simplify the Service engagement.
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customer service, engagement, self-service, consumer, staff, customer, rewards, benefit
    
KANA®, A Verint® Company
Published By: KANA®, A Verint® Company     Published Date: Aug 13, 2014
Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.
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kana, customer service solutions vendors, case management, customer service, reporting capabilities, process management, sword ciboodle, knowledge management
    
KANA®, A Verint® Company
Published By: KANA®, A Verint® Company     Published Date: Aug 14, 2014
In the words of Forrester Research Inc's Senior Analyst, David Aponovich, "the time is now to reinvent yourself to operate in a digital, connected, omnichannel world where the customer has more information, more choice, and is demanding better and more personalized service and support. Hear why he anticipates that 'Consumers are going to slide with the businesses that best deliver these things in the most effective and personal way.
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kana, forrester, omnichannel, consumer, personalized service, support, customer service, knowledge management
    
KANA®, A Verint® Company
Published By: KANA®, A Verint® Company     Published Date: Aug 27, 2014
In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships.
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customer service, customer engagement, desktop complexity
    
KANA®, A Verint® Company
Published By: Verint     Published Date: May 28, 2014
The ability to collect, analyze and act on customer input and feedback is critical—so critical that it can ultimately determine the success or failure of your business. However, with the countless channels that customers use to communicate these days, this can be a real challenge.
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verint, customer intelligence, voc, voice of the customer, customer experience, customer engagement, text analytics, emerging marketing
    
Verint
Published By: Verint     Published Date: May 07, 2015
This paper examines the value that Verint® Speech AnalyticsTM offers in surfacing intelligence for cultivating customer engagement.
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customer experience, marketing, engagement, crm, crm & customer care, marketing research
    
Verint
Published By: Verint     Published Date: Feb 05, 2016
While surveys can be a proven, consistent method for gathering customer data, their effectiveness can be hampered if they are poorly written, confusing, not personalized or targeted, or too long. A successful survey should be designed to meet a specific goal and provide accurate data that represents the target population. Ideally, it can also help improve respondent satisfaction levels. Distilled from years of experience helping successful organizations with surveys, voice of the customer projects, and enterprise feedback management initiatives, these nine top tips can help increase survey success, facilitate a better understanding of customers, and drive loyalty.
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verint, surveys, customer data, market data, branding, marketing, marketing research
    
Verint
Published By: Verint     Published Date: Aug 10, 2016
When done correctly, online surveys are an easy, cost-effective way to gather information that you can use to make sound business decisions and draw you closer to your customers. But, if you have committed any one of the 7 Deadly Survey Sins, online surveys can give you unreliable information, alienate your customers and can lead to poor business decisions. In this short white paper, we will identify the most common survey mistakes committed in creating and conducting surveys and review practical ways to avoid them.
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Verint
Published By: Verint     Published Date: Jan 23, 2017
Download now to learn how leaders use analytics to gain insights to help propel your Customer Experience program.
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Verint
Published By: Verint     Published Date: Mar 07, 2017
We hope this research will help you learn how to build on Forrester’s models to make the case for investing in your CX program. Download now!
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Verint
Published By: Verint     Published Date: Oct 07, 2014
For nearly 30 years, contact center quality monitoring has been an established process, performed essentially the same way by many—if not most—organizations. But much has changed in three decades. Today’s customers have become the final arbiters of what constitutes quality by virtue of the collective power of social media, and traditional quality metrics may no longer align with what consumers actually want or expect. What challenges does this pose to traditional quality monitoring programs? And how can contact centers evolve their quality monitoring and assurance processes to meet these new challenges?
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quality, next steps, management, decade, customers, challenges, monitoring, assurance
    
Verint
Published By: Verint     Published Date: Jan 18, 2017
How do organizations balance the demands for digital and human customer service? Download this white paper to find out more!
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Verint
Published By: Verint     Published Date: Jan 16, 2013
Your customers have a big voice, and they're using it all the time. Verint helps you put the voice of the customer to work for you, resulting in an experience that your customers will never forget.
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customer experience, customer experience management, customer engagement, verint, vovici, customer service, advertising agencies
    
Verint
Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for their customer service initiatives.
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oracle, service cloud, service management, customer interaction
    
Oracle Service Cloud
Published By: Verint     Published Date: Oct 08, 2013
Inspiring customer loyalty on a consistent, long-term basis requires a more comprehensive, systematic approach.
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verint, voc, customer loyalty, marketing, customer initiatives, search marketing
    
Verint
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