American Eagle Federal Credit Union (AEFCU), a full-service, not-for-profit financial institution, is using Verint’s GMT™ workforce management (WFM) software to create flexible schedules and minimize overtime. Within the first year of implementation, the financial institution reduced its branch overtime by more than 86 percent. By the second year, that figure jumped to more than 96 percent. Further, across the two year period, AEFCU reduced full-time employee (FTE) costs by 14 percent through natural attrition and better forecasting. Read the press release.
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Category: Enterprise Workforce Optimization
Why should you attend Driving Innovation, the Verint global user conference, in New Orleans on June 18 - 21? Here are six great reasons to register now… along with an attendance justification memo that you can customize and provide to your manager.
1. You can take advantage of cost-effective, pre-conference training to extend your knowledge of Impact 360® and VoviciTM solutions. You can reap the benefits of solution training and conference attendance, all from a single trip!
2. You can obtain expert, how-to advice and best practices to address specific technical or business challenges that may be impeding your organization’s performance, productivity, and profits. Want an individualized consultation with one of our technical experts? No problem—just sign up at the registration desk for a “Talk with the Experts” session.
3. You can exchange ideas with peers from other organizations to get fresh insight into ways to reduce costs, enhance performance, motivate employees, and much, much more. Breakfast roundtable sessions, receptions, and other conference activities are structured specifically to facilitate meeting and interacting with other attendees. No other event offers you this opportunity to mingle and converse with so many Verint users and technical experts at the same time.
4. You can hear case studies from other users on how they solved real-world business problems with Verint, GMTTM,and Vovici solutions. Many of our session presenters are users, and they’re happy to share their experience and ideas. The conference provides a unique venue for you to take advantage of their expertise.
5. You can learn more about how other solutions in the Verint portfolio can help your business tackle tough problems—without having to sit through a sales pitch. Check out our solution demos, ask questions, and gather information for yourself, your manager, and your coworkers in other departments.
6. You can gather additional insight on products or services that complement your Verint solutions at the Technology Showcase. Unlike a traditional trade show, there’s no need to walk up and down aisles for hours, searching for vendors that might be offering solutions of interest to you. The showcase is held on site in a convenient, centralized location, and showcase exhibitors offer relevant solutions in a friendly, professional atmosphere.
Driving Innovation can provide you with ideas and practical strategies that you can implement as soon as you return to the office. Even small enhancements in your business can add up quickly into substantial cost savings or performance improvements that can more than cover the cost of attendance. So don’t delay—register now!
Learn how to put the “voice of the customer” to work across your organization at a series of upcoming online events featuring Verint® subject matter experts. Key themes will focus on the benefits of implementing a Voice of the Customer (VoC) program, along with important considerations, tips, and trends. Discover how your organization can gain a holistic view of the customer experience, while at the same time supporting current business objectives and driving future strategies. Read the press release. For more information, contact info@verint.com
Are you planning to attend Driving Innovation TM , the Verint® Systems global user conference, in New Orleans on June 18 - 21? Why not share your expertise and be a presenter at the event? Customer speakers are what set this conference apart as a practical, engaging forum, and it’s a great opportunity for you to gain recognition for yourself and your organization. You can present on your own, with a coworker, on a panel with other customers, or with a member of the Verint® team. What’s more, all speakers receive a complimentary conference registration (a $795 value).
If you’re interested, just drop us a line at diconference@verint.com. We can answer questions you may have about presenting and will work with you throughout the preparation process. It’s a great opportunity to share your knowledge, gain valuable experience as a presenter, and forge professional relationships with your peers at other organizations. Want ideas? Check out last year’s agenda to see the topics discussed.
Register now to attend Driving Innovation™ 2012, the Verint® Systems global user conference, June 18 - 21, 2012. We’ll be heading to the Sheraton New Orleans, located in the heart of New Orleans, Louisiana for an action-packed event featuring:
- More than 60 interactive breakout sessions to help you get the most from your solutions from Verint, GMT™, and Vovici™, a Verint Company; including case studies, product updates, tips and tricks, and more.
- Informative sessions presented by industry experts and Impact 360® “power users.”
- A new Technical Track with sessions that examine our latest software releases and take a deeper dive into evolving industry technology and standards.
- Breakfast roundtables, Verint Community LIVE sessions, and special activities to help you network and exchange ideas with other attendees.
- Pre-conference training sessions focused on extending your knowledge of Impact 360. You can reap the benefits of solution training and conference attendance, all from a single trip.
- Demos and “test drives” of solutions from Verint and our partners in the popular Technology Showcase.
- The opportunity to meet face-to-face with our technical experts in one-hour, one-on-one “Ask the Expert” meetings.
Driving Innovation 2012
June 18 - 20, 2012
Sheraton New Orleans
New Orleans, Louisiana
By Paul Stockford, Saddletree Research
December 15, 2011
I recently submitted the draft of my column for the January 2012 issue of Contact Center Pipeline magazine. In the column I listed the top five trends that I believe will impact the industry in 2012. Topping the list was Voice of the Customer (VoC) Analytics.
It seems my forecast has been validated by yesterday’s announcement from Verint covering enhancements to its VoC solutions suite. Beyond just offering a highly efficient enterprise feedback management (EFM) solution that came as part of the Vovici acquisition in July of this year, Verint has integrated the Vovici EFM solution with its Impact 360® Text AnalyticsTM solution so users can now mine survey results for customer data in the same way they mine postings on social media sites for customer data.
While surveys are typically easier to analyze due to the closed-ended questions that limit response options for survey participants, many surveys offer space for respondents to provide additional, unstructured comments. Customer service intelligence is often overlooked or missed in these comments unless they are manually reviewed and evaluated. This step is often postponed or skipped entirely due to time and cost concerns. As a consequence, valuable customer data goes unused.
Applying text analytics to the unstructured text in a completed survey means that the voice of the customer is heard regardless of where or how that voice is found in the survey process. The need for manual processing has been removed, significantly increasing the probability of valuable data being evaluated rather than overlooked.
Beyond the ability to evaluate unstructured data in survey results, Verint has added the ability to embed Vovici EFM charts into Verint performance management scorecards. Survey data now joins speech analytics, text analytics and performance analytics in scorecards that provide an industry-leading, comprehensive set of customer-centric performance metrics for both strategic and tactical contact center executives.
I recall speaking in a “Voice of the Customer” webinar about five years ago, so the idea of recognizing the value of the VoC isn’t a new one but the tools to actually accomplish VoC objectives are only now becoming available. Verint is clearly on the leading edge of the VoC movement in the contact center, once again demonstrating the ability to bring a concept to reality and create solutions designed to meet the needs of what I foresee as a dynamically evolving industry in the year ahead.
Frost & Sullivan, a global growth consulting company, has recognized Verint® Systems with two global innovation awards—the 2011 “Asia Pacific Call Monitoring Systems Vendor of the Year” and the “Latin America Customer Value Enhancement Award in the Contact Center Applications Market.” Both honors reinforce Verint’s commitment to the customer experience, innovation in enterprise workforce optimization (WFO) software, and support among regional channel partners and resellers. Read the press release.
Join Sean Mahoney of VoviciTM, a Verint Company, from 1 – 2 p.m. ET on Thursday, December 8 as he presents a complimentary webinar on 7 Steps to Highly Successful Surveys. Get insight into planning, key considerations, and critical steps for creating engaging surveys, including:
· Surveying the right number of people and helping ensure effective sample sizes.
· Crafting survey invitations to drive participation and high response rates.
· Sequencing questions to help customers feel engaged and respected.
· Closing the feedback loop by acting on Voice of the Customer insights to improve customer experiences and enterprise performance.
Start putting surveys and the voice of your customers to work for you! Click here to register for this informative event! All attendees will receive a complimentary white paper, 7 Steps to Highly Successful Surveys, with tips you can apply to your next survey project.
A leading home prescription delivery service in the U.S. will implement Impact 360® for Back-Office Operations™ from Verint® Systems. The organization will deploy the workforce optimization software to track service levels throughout the day and more closely align its staffing with capacity requirements. The prescription delivery service is available to several million members. Initially attracted by Impact 360’s workload forecasting and staff scheduling capabilities, the prescription delivery service organization invested in the solution in April and now plans to leverage its strategic planning, performance management scorecards, and desktop and process analytics functions. It also intends to use Impact 360 to capture data from existing and new back-office systems to create a comprehensive capacity model and perform service-level tracking for approximately 1,000 employees. Read the press release.
Start planning now to attend Driving Innovation™, the Verint® Systems global user conference! In 2012, this must-attend event will be held June 18 – 21 at the Sheraton New Orleans hotel, right in the heart of New Orleans, Louisiana. We’re looking forward to welcoming our Verint customers as well as meeting new customers from the latest additions to our Verint family, GMTTM and VoviciTM, A Verint Company. In the weeks ahead, look for more information on www.verint.com/userconference.
