Ask any contact center leader what keeps them up at night, and you will hear stories about an almost impossible balancing act.
You need to drive cost down without hurting customer service, lowering employee morale or creating compliance problems. You can’t be overstaffed, understaffed or poorly trained.
If that wasn’t enough, your customers demand that you value their time and give them the right answer.
We get it. We’ve helped thousands of leading brands and small businesses navigate these problems and win.
Every contact center strategy ever written includes a chapter on preventing overstaffing and understaffing. However, it’s easier said than done.
You need to:
We can help you improve with workforce optimization and pinpoint the optimal number and type of staff, so you can serve customers across channels while still allowing employees the scheduling flexibility they demand.
Whether your focus is on occupancy rate, average speed to answer, average handle time or dozens of other KPIs, we can make it easy to plan, forecast and quickly adapt to the real-time staffing and scheduling needs of your contact center.
Do your customers feel like they know more about your products than your call center agents? With each new product, acquisition or location, it gets harder to answer increasingly complex customer questions.
You need to:
When your agents answer questions correctly the first time, you can lower your costs, improve retention and elevate CX.
Connecting performance, quality, and training helps make your agents more productive. Improving time to productivity helps lower costs and improves employee retention.
Most consumers try to solve simpler issues on their own using self-service. The issues that do make it into the contact center are more complex than ever before.
You need to:
Nobody wants to be stuck in a long customer service conversation.
Empowering your agents with fast answers and a 360-degree view of the customer can help you solve customer issues faster. This can save you money while also valuing your customers’ time.
Most businesses are subject to at least one external regulation that governs data usage. The fines, reputational damage, and disruption to business that can follow a breach of those regulations can be substantial. But the resources needed to manage, control, retrieve and analyze the data required for compliance, can also be significant.
You need to:
Taking a holistic approach to your compliance requirements, incorporating automated quality and operational assurance, secure data storage and retrieval, and sophisticated analysis tools can help you alleviate the compliance burden and turn regulatory adherence from pain to gain.
"The full Verint suite of technologies enhances and supports the entire customer journey through AI-enabled, predictive innovations to increase customer experience while lowering costs."
"Verint has continuously expanded its automation and analytics capabilities strengthening all aspects of customer contact from agent performance to customer and employee engagement."
Verint Systems Inc.
175 Broadhollow Rd, Ste 100
Melville, NY 11747
+1 (800) 483-7468
+1 (631) 962-9600
fax: +1 (631) 962-9300
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