Verint Workforce
Engagement Cloud
Engaged, motivated and informed employees are critical to providing the best customer experience (CX). To attract and keep talent, give employees the ability to work anywhere, anytime.
Are your engaged workers contributing to a great customer experience?
Your agents and other employees can make the difference between customer loyalty and customer churn. Workforce engagement solutions are cloud-based tools to help simplify their jobs and deliver exceptional experiences.
How Do I Balance Regulatory Compliance and Employee Productivity?
Ensuring customer privacy and regulatory compliance are top concerns of contact center executives. But how do you document and meet these requirements without overburdening your staff?
Now You Can:
- Automate the pause and resume of interaction recordings to prevent sensitive customer information from being captured
- Automate agent pop-up alerts and reminders of required regulatory steps
- Capture real-time application usage of employees.
Verint Desktop and Process Analytics captures employee activity at the desktop and enables the triggering of actions to help ensure compliance. Real-time application usage reporting cannot only provide historical data to support compliance audits, but also identify opportunities to reduce idle and non-productive time to improve employee focus and productivity.
How Do I Reduce Staffing Challenges?
Whether your contact center is big or small, effectively managing your workforce is a huge challenge. Your employees demand flexible schedules, yet as a business, you need adequate staff to provide consistent support, regulatory compliance, and visibility into schedules and forecasts.
Now you can:
- Engage employees, retain top talent and support work-life balance.
- Automate your planning, forecasting, and optimize scheduling to match workloads.
- Gain visibility into what your agents are doing to improve productivity.
Verint Workforce Management can help you accurately forecast and schedule your employees, while still providing them the flexibility they need to manage their jobs with their busy lives.
How Do I Retain and Manage Talented Employees?
Your employees are your most valuable resource. A well-trained, engaged staff can quickly solve customer issues and boost the value of your brand. How many of your top agents will still be in your contact center in a year? You need innovative cloud-based solutions to simplify the demanding job of a contact center agent.
Retaining and managing a high-quality staff of employees is more challenging than ever. Today’s employees demand flexible schedules, meaningful work, modern cloud-based tools, and more. If their needs are not met, your employees will move on. Leaving you to re-hire and train all over again.
Finally, there’s a suite of cloud-based Workforce Engagement solutions that offer employees the tools and flexibility they demand while still allowing you to meet your service goals for your customers.
How Do I Improve Employee Engagement and Readiness?
Are your agents able to quickly access information to answer customer questions?
Now you can:
- Find up to date information using everyday language.
- Empower agents with the ability to accurately answer a wide range of customer questions.
- Enable agents to perform many different tasks.
Your contact center agents field an unending stream of complex questions every day. Why not make it easy for them to find the right answers? Verint Knowledge Management can help enhance knowledge visibility and usage across siloed teams.
How Do I Improve Quality and Reduce Compliance Risks?
To be sure of service quality and compliance you can’t afford to review anything less than 100% of calls, yet most quality teams can only manually review about 3%. Now that your teams are working from new locations, in distraction-filled environments, quality and compliance automation is more important than ever before.
Verint Automated Quality Management empowers you to automatically monitor and analyze 100 percent of interactions, 100 percent of the time.
Now you can:
- Autoscore up to 100 percent of recorded voice and text-based interactions.
- Avoid fines for non-compliant interactions you may have been unaware of.
- Quickly and economically automate the entire quality management process, from scoring evaluations to assigning coaching.
How Do I Make Every Customer Interaction an Effective One?
How long do your agents spend solving customer issues? Are you providing the types of efficient interactions which make customers happy and lower your costs?
Now you can:
- Reduce average handle times (AHT) and improve resolution times.
- Avoid the hassle of toggling between different applications.
- Gain the context needed to deliver exceptional customer experience.
Verint Speech Analytics provides critical insight into customer calls and helps you uncover the root cause of why average handle times are too long.
Verint Employee Desktop provides your agents unified access to the applications and information they need to respond effectively to customers across different channels.
Now you can enhance agent performance with insights to reduce handle times and improve customer satisfaction.