Adapt and Respond to a New World
Upheaval created by the Coronavirus pandemic is unprecedented. Your interaction volumes are experiencing wild swings while employee schedules, productivity and communication patterns have been upended.
Your decisions and actions today will impact customer loyalty and your brand’s reputation for years to come. It is essential that you leverage the right tools and best practices to not only survive this crisis, but to thrive on the other side.
Verint is here to help. Our first priority is to help you better leverage your current Verint investments to adapt and respond to this new world.
Discover how we can help you:
- Manage remote workers
- Maintain employee engagement
- Understand productivity
- Listen to your customers and employees
Listen to and Understand Your Customers
Sudden surges in remote workers and new types of customer questions require a coordinated and consistent response. You need immediate insights to support your employees and customers through this crisis.
Verint Speech Analytics can help you formulate data-driven responses to customer concerns, update agents, and surface real-time insights.
You need to understand:
- Changes to self-service and digital channels to support customers
- Challenges employees are facing with working from home
- Calls relating to COVID-19
- Processes, technologies and processes that need to evolve
Adapt: Working from Home
Millions of workers, likely including your own contact center agents and back office workers, have been asked to work at home. This transition can be difficult for employees and managers alike.
You need to navigate:
- Unpredictable staffing levels and new flexibility requirements
- Remote worker communication and productivity issues
- Circumstances like childcare and managing healthcare for loved ones
Flexibility and communication are more important than ever. Workforce management capabilities such as shift-swapping, shift request changes, PTO requests, and mobile can make life for agents and managers easier.
Desktop and Process Automation can enable you to see the applications on a desktop and identify where employees are spending their time and where they are running into issues.
Adapt: Change the Balance of Customer Interaction Types
Things are far from normal, predictable, or regular. Employees must learn to answer customer inquiries in a more distraction-filled environment, while customers are asking entirely new types questions.
You need to navigate:
- Changing customer inquiry types and volumes
- Changing customer and employee concerns
- Pivoting customers to self-service channels
Deflecting calls to intelligent virtual assistants or live chat channels helps your front-line teams respond to increased inquiry volume so you can more efficiently scale and respond to customer needs.
Adapt: Improve Engagement and Communication with Employees
As your employees adapt to a new work-from-home environment, they face new challenges. Many employees and managers are facing difficulties staying connected.
You need to navigate:
- Employees’ feelings of isolation and need for connection
- Effective communication of critical information from leadership
- Employees needing to communicate scheduling issues to you quickly
As you transition your teams to a fully remote workforce, Verint Communities can help employees stay up to date on critical corporate updates, remain connected to each other and get important resources they need at a scale that email and websites alone cannot provide.
Respond: Connect Listening and Prioritize Actions for Customers and Employees
Many stores and branches are temporarily closed. Your digital channels and contact centers are experiencing usage spikes. Tap into this new input to harness newly relevant insights and take action.
You need to:
- Provide accurate information to customers and employees
- Make it easy for customers and employees to be heard
- Uncover trends, share data widely, and act to improve experiences
When you connect data streams, you can produce new insights.
Bring together speech and text analytics, digital survey responses, and other listening posts to create deep and detailed insights. You can learn what tasks your customers are struggling with or what information they need most from your app or website.
Respond: Listen and Respond to Employees
You need a way to listen to employees and capture their experiences as they adapt to working from home during the COVID-19 crisis and beyond. One-way information alerts are not enough. Listening requires two-way communications to understand the issues they’re facing now and how to respond in the moment.
You need to navigate:
- Understanding how employees are coping and adapting
- Gaining visibility into team needs and employee distractions
- Identifying changes in trends for training and staffing purposes
In times like these, it’s important to share customer issues, resolution strategies, timelines, or changes to external messages or priorities.