It All Comes Back to Customer Experience

Shalima BhallaJanuary 10, 2023

When a customer reaches out to your business, you aren’t just resolving an issue—you’re ensuring they remain a customer for life. You’re reinforcing your brand in their mind.

Whether they call, chat online, or email, this interaction matters. It needs to be simple, productive, and free from stress—for them and for your agents. After all, if the people answering the phones are overwhelmed, the customer will feel and experience that strain, even if they resolved their question or concern.

Customer service steeped in tech

Achieving top-tier customer service is more than smiling and using warm tones in conversation. It starts from deep within a company, down to the technology they use.

For years, decades even, the phone was the primary way for customers to contact a business. They would dial a number, someone in a call center would answer, and we all know the rest.

We also know that things have changed in the last 20 years, but many systems don’t necessarily reflect the times.

Instead of manning the phones, call center agents now field calls, text chats, answer emails, and more, all at the same time. While they’re talking to a customer, their screens light up with a chat, and their emails light up with more tickets. And agents feel stretched thin, burnt out, and frustrated with their jobs.

This is the result of patching legacy phone systems with newer technology, which puts the priority on voice when it isn’t the only—or primary—way to communicate anymore.

Manage your contact center holistically

Too often, interaction channels are managed in silos. What happens when a customer switches from chat to phone and has to switch agents? Without a true omnichannel system, the customer must start from the beginning by reiterating their issue. This drains the goodwill that you have built with the customer.

But the problem extends deeper into operations. Managers also can’t see what’s going on. Voice is its own system. Chat is its own system. Online submissions are their own system. Chances are, with a legacy system that has been “upgraded” (in quotes because is it really an upgrade if it’s faulty?), managers can’t see everything that’s happening at once. And that means agents can’t either. Cue the upset customers.

It can be a daunting task just getting relevant data from each of your point solutions, let alone trying to make sense of it across channels so you can plan for the future.

You need context beyond the conversation. A negative customer interaction can be caused by a lack of training or a complex process. Verint with Amazon Connect gives you the context to identify which interactions need improvement and the actions needed to drive those improvements. These insights are even more critical as agents work from anywhere.

Reliable and robust compliance can elevate the quality of customer service and help ensure that your service is of the highest quality. Verint solutions with Amazon Connect are uniquely able to help you deliver, analyze and manage both, for world-class customer engagement across ALL channels.

Verint workforce engagement suite with Amazon Connect integrations include digital channels, giving contact center administrators and managers the complete picture to efficiently manage the infrastructure. With a comprehensive workforce management strategy, contact centers benefit from increased customer retention, improved operational efficiency, and reduced costs.

Read more about the Verint and AWS partnership.