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:
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:
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:
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.
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:
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.
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:
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.
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:
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.
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:
In times like these, it’s important to share customer issues, resolution strategies, timelines, or changes to external messages or priorities.
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