What are the key technologies organizations must adopt now to succeed as the future of work changes? Join Ventana and Verint to learn more about how call centers can adapt for the future of work.
Workforce Optimization (WFO) is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise. WFO can help you improve customer experience, scheduling, and operational efficiency by providing appropriate staffing levels and empowering employees.
In the contact center, WFO involves solutions with pre-defined workflows that deliver unique information to help enhance contact center productivity and quality.
This includes workforce management, call recording, automated quality management, performance management, speech, text, and desktop analytics and much more.
What are the benefits of workforce optimization?
With workforce optimization, you can answer the most pressing questions facing your contact center:
Customers expect prompt resolution of their issues. They can take their business to another provider at any moment. Whether you’re an enterprise or a small or medium-sized business (SMB), the contact center is a vital component of your business.
However, delivering great customer experiences, while also keeping costs lows and balancing workload, staffing, and other resources isn’t easy. How do you ensure the right employees are in the right place at the right time?
You need to easily navigate:
Verint Workforce Management can help you easily and accurately forecast and schedule your employees, while still providing them the flexibility they need to manage their jobs with their busy lives.
Once you have the right employees in place, how do you make sure they’re becoming effective, customer-focused employees? Your agents handle a variety of communications, from calls to chats and emails. How do you evaluate their performance and take the guesswork out of quality management?
You need to:
Verint Automated Quality Management helps ensure your employees are following the right processes by leveraging AI to automate the entire quality management process, from scoring evaluations to assigning coaching.
Verint Performance Management helps you capture data across multiple systems to efficiently track, manage, and improve individual and organizational performance.
Optimizing customer interactions is a continuous process. Organizations must have broad visibility across all interactions to spot new trends and opportunities for improvement.
You need to:
True omnichannel intelligence requires capturing, indexing, archiving and retrieving voice, video, and text interactions across multiple channels. Verint Enterprise Recording can capture all types of communications along with rich contextual data, providing an omnichannel view of your customers’ journey.
Speech and Text Analytics provide critical insight into customer calls, chats and emails to help you uncover insights into your customers and your business. Now you can transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
The market has made a massive shift towards automation recently in response to growing complexity and ever-increasing customer expectations. Workforce Optimization (WFO) solutions improve staffing, efficiency, and quality. The good ones can even help better engage employees.
But, are they truly helping agents solve problems in real-time? Are they helping your agents deliver personalized service? Do they consider human-to-robot interactions and handoffs?
Move beyond Workforce Optimization and view your challenges and goals through the lens of Workforce Engagement.
ベリントシステムズジャパン株式会社
〒102-0083
東京都新宿区麹町5-1
NK真和ビル8F
03-6261-0970
al_japansale@verint.com
ベリントシステムズ
175 Broadhollow Rd, Ste 100
Melville, NY 11747
+1 (800) 483-7468
+1 (631) 962-9600
ファックス:+1 (631) 962-9300
© 2021 Verint. All rights reserved.