From Helpless to Helpful: The Right Tool to Empower Your Employees
From Helpless to Helpful: The Right Tool to Empower Your Employees
Your contact center isn't working
Your agents are struggling, your customers are upset, and management is frustrated.
Do you want to change the cycle?
Contact center trends are moving in the wrong direction
It's not your imagination. Your contact center agents have a tougher job than ever. Virtually every element of the contact center ecosystem has gotten more complicated.
The simpler customer service requests are now usually handled in self-service or through automation. Because of this, issues that reach the contact center tend to be the most difficult ones.
In fact, customer issues in the contact center are now so varying and complex that it's impossible to train agents to handle all of these requests. Instead, they search across multiple systems to try to find the right information, often putting customers on hold or giving out inaccurate or incomplete information.
To keep up with these challenges, many organizations just keep hiring more staff, and adding more systems to manage interactions in each channel.
This approach is unsustainable. Your customers demand more, and will go elsewhere to find it.
Are you looking for a better way?
Complete, Consistent, Contextual
Verint® provides a modern solution to your contact center challenges, by empowering your agents to handle complex issues quickly and consistently, across channels.
There's a better way
Stop the cycle of endless hiring, training and coaching with minimal results. Enable your agents with the modern tools they need.
Help Employees Help Customers
Customers expect your organization to know them and value them. They expect an effortless experience across all communication channels. More than anything, they expect to get the information they need quickly.
To do this, each and every employee must have immediate access to a plethora of information about the customer, your products and services, and your policies. Employees need a single interface that shows the right information at the right time, saving them from having to find or memorize what's required.
When the right information is at their fingertips, employees are empowered to handle customer questions quickly and effectively.
To meet (and exceed) customer expectations, firms must also empower agents with the right tools and information."
– Omni-Channel Customer Care: How to Deliver Context-Driven Experiences, Aberdeen Group, October 2017
With a modern desktop solution, organizations can see massive improvements to handle time, first contact resolution, customer satisfaction, and more.
Keep reading to find out the key features and benefits of these solutions, which are complete, consistent and contextual.
Everything your agents need
in a single pane of glass
Every conversation, every product, every data point. Give your agents the full picture of each customer.
There are countless reasons your customers may get in touch. Are they looking for an update on an open issue, inquiring about a recent bill, or wanting to change their address? In many contact centers, the number of applications used by agents to handle different customer requests grows every year.
On average, agents must browse three different applications to find relevant customer insights or knowledgebase articles to help customers.
– Aberdeen Group, Agent Desktop Optimization: Help Your Agents Help Customers, September 2017
Systems of record for customer data are often housed in archaic, decades-old systems. Systems of engagement to manage conversations in different channels grow as customers seek new ways to get in touch. Today's employees are accustomed to modern applications in their daily lives, and are frustrated when technology is an impediment to providing excellent service.
Your employees need a single application to view all previous conversations across channels, and all relevant data points across different back-end systems.
Toggling between systems isn't just inefficient, it's a recipe for mistakes and non-compliance
Creating a Post-Channel Experience
The same quality of experience across all agents and all channels
Your customers don't care about channels. Whether they choose to call, email or send a tweet, they just want accurate information from a competent employee.
In many organizations, each channel is handled through a different system, which can lead to inconsistent answers from channel to channel and employee to employee.
A unified application helps ensure the same quality of experience regardless of agent, and regardless of channel. Agents leverage the same knowledge base, the same processes, and the same customer history.
Consistency across channels allows you to give customers the options they want without sacrificing quality. As you add more channels for customers to reach you, a unified approach allows you to grow without increased complexity.
How many channels do your customers use to get in touch?
- One to three
- Four to seven
- Eight or more
Not just information: Automation
Automate the search for information with the power of context
Even if your agents have a single unified interface with all of your customer information, there can sometimes be too much information to know what's important.
Context is all of the information you know about your customers—their products, location, even the words they are currently speaking—that you can use to automatically personalize content and show agents what to do next.
As simple issues are increasingly handled in self-service, the questions that reach your contact center are the most complex ones. Agents could spend valuable handle time searching for information, but contextual knowledge automatically takes information about customers and their request and presents the right knowledge.
You must transform operations by developing strength in automation, AI and knowledge.
- Forrester, 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human, January 24, 2018
Next Best Action
Agents must often follow processes to handle customer requests. It is essential that these processes are completed accurately and efficiently. Contextual next best action guidance automatically shows the agent what process needs to be executed next based on the components of the interaction. Once the process is launched, the screen will guide the agent from step to step, only showing the information that is relevant for that portion of the process.
Find the needle in the haystack
One Verint customer has roughly one million pieces of information in its knowledge base to help agents answer customer questions. Finding one article in a million would be a fruitless task for most agents. With the power of context, the knowledge base is automatically filtered by the customer's device, language, location and issue type to automatically present the right information at the right time.
Customer Example: A Recipe for Success
A recipe for success
This grocery chain had a disconnected customer experience, and turned to Verint for one that was complete, consistent and contextual.
Prior to implementing Verint Employee Desktop™, the company's 1200 employees had to navigate between up to 80 different business applications and legacy systems to address customer needs. These complexities were causing difficulties and frustration for both customers and employees.
...the company needs a solution to provide a single view of the customer, empower agents, integrate the store, contact center and self-service experience, and provide cohesive multichannel access
– Product Manager
Upon implementing the Verint Employee Desktop, the organization now has a holistic view of the customer and is better able to manage customer journeys across channels. With the implementation of the live chat, they achieved lower volumes of incoming calls and emails.
The product manager summed up their experience: "The company can deliver a consolidated view of the customer, including past contact history and product information.”
“Verint is playing a vital role in transforming the speed, quality, and consistency of customer service... However customers choose to communicate with the company, we maintain a consistent and joined-up service response... Thanks to Verint, we are delivering that seamless service experience that helps ensure customers come
- Product Manager
Read the full story here.