Part 5: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Wed, Jul 13, 2016

In our last installment we will learn the final key to successfully transform customer experience data into actionable insights. We have previously learned the first, second, third and fourth keys from Verint’s Brian Koma, VP & Customer Experience, and Sean Mahoney, CCXP.

We have previously learned about an effective data collection process and analysis. For the final key we will focus on turning your customer experience data analysis into actionable insights.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Part 4: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Thu, Jul 7, 2016

Over the past few weeks we have learned the first, second and third keys to successfully transform customer experience data into actionable insights. Now, it’s now time to learn the fourth key.

In the second and third blog we learned more about developing an effective data collection process. Once you have developed a
standard for your data collection process you can start gathering data. Read on to determine what to do now that you have collected data.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Part 3: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Mon, Jun 27, 2016

In our past two blog posts we learned the first and second of five keys to successfully transform customer experience data into actionable insights. Now we will focus on the third key.

For today’s key, it is important keep your team in mind. Create a team that can assist in your customer experience program from top to bottom, including agents and those who assist customers one-on-one, to stakeholders that can help shape and define your customer experience process. 

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Part 2: 5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Wed, Jun 22, 2016

In last week’s blog we learned about the first of 5 keys to successfully transform customer experience data into actionable insights. In today’s blog, we will review the second key.

Last week we recommended you review your current data and data collection process, but today we will focus more closely on
 data collection processes. It is important to remember that without an efficient data collection process you might collect data that isn’t relevant or qualified, which will affect your ability to develop actionable insights.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

5 Keys to Successfully Transform Customer Experience Data into Actionable Insights

Posted by Nicole Dunham on Fri, Jun 17, 2016

On Tuesday, June 14th Verint’s Brian Koma, VP & Customer Experience and Sean Mahoney, CCXP, hosted a webinar on how companies can better utilize their customer experience data for actionable insights. What exactly does that mean though? In simpler terms, it is important to understand your customer’s experience through data they provide to allow you to make improvements to provide a better experience.

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Topics: Customer Analytics, Workforce Optimization, Engagement Management

Tips for a Successful Workforce Optimization Software Implementation

Posted by Travis Coates on Tue, May 31, 2016

In a previous blog post, we discussed the steps of a successful Workforce Optimization software implementation. That post focused on the specific milestone structure companies employ to achieve an on-time and on-budget Workforce Optimization software implementation. In this post, we will address what customer’s need to know and or do in order to prepare for a successful implementation. Simply, what a successful implementation boils down to is:

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Topics: Implementation Services

What is Customer Engagement Optimization?

Posted by Nicole Dunham on Fri, May 20, 2016

So by now, everyone in the contact center space has heard about, knows about, or uses Workforce Optimization (WFO). What you might not know is that there’s a new type of optimization in the market; Customer Engagement Optimization.  Customer Engagement Optimization brings WFO, Customer Analytics, and Engagement Optimization applications together to help transform overall customer engagement. Using these solutions together enables organizations to deliver consistent, contextual and personalized experiences that count across every communication channel.

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Topics: Customer Analytics

Big Data: Are You Listening to What Your Contact Center is Trying to Tell You?

Posted by Jim Linkhauer on Thu, Apr 21, 2016

Data Overload? Have No Fear – Managing Big Data is Possible in Your Contact Center!

Average handle time, first call resolution, net promoter score and overall excellent customer service are all common goals a business hopes to achieve in their contact center. But how do you achieve and maintain these goals with data that seems too large to manage?

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Topics: Contact Center Solutions

What's New with Verint v15.1?

Posted by Dave Smith on Fri, Apr 1, 2016

Everyone’s been talking about Verint v15.1 but what has actually changed in the new version? What are the important things to know as someone who is looking to implement Verint Workforce Optimization or someone who resells the solution?

Currently, v10 is end of sale and will be end of maintenance in July 2016. From that point on, there will be no support, bug fixes or hotfixes for v10 and v11 and v11.1 are end of sale. So what does this mean to you? Moving forward, companies will only be able to add to an existing Verint platform; this can be in licenses (adding more seats) or products (such as adding QM or WFM). Companies cannot however install a new framework with v11 or v11.1.

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Topics: Contact Center Solutions

Does Visual Support have a Place in the Contact Center?

Posted by Scott Montgomery on Wed, Mar 23, 2016

How many times have you tried to get your TV or Internet to work, fix an appliance on the fritz, tried to self-install something or needed help with a computer problem? You might even spend eons with a customer service rep doesn’t always understand the problem or can’t clearly explain the solution, so they send a technician and you spend another few days waiting for them.

The Problem with Tech Support Over the Phone

Generally, when people need help, they reach for the phone and make a call. The problem is that technical support over the phone is like flying blind. While the customer can see the problem, they often lack the terminology or know-how of explaining the issue in a way that the agent can understand and help. This leads to a communication gap, diagnosis challenge and limited problem solving. Ultimately, this causes frustration and stress in both parties and oftentimes completely fails to resolve the issue.

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