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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Building a Quality Monitoring Program That Drives Business Results

Posted by Emily Bolt on Thu, Mar 17, 2016

When it comes to designing and implementing a successful and sophisticated Quality Monitoring program, industry expert Deelee Freeman of Call Center Training Associates has it down to a science. By following the seven steps laid out below, you can ensure you have built a quality excellence program in your call center that drives business results.

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Topics: Professional Services

Remove the Stress of Running a Contact Center with Managed Services

Posted by Joel Richardson on Fri, Mar 4, 2016

As an IT employee in the contact center, the stress of running contact center software can be interesting and challenging. Below are common examples of day to day stresses that can be avoided and eliminated through a managed services provider.

How many times have you received this email?

Dear IT Team,

I’m writing to remind you (again) that my supervisors still cannot perform their Quality Monitoring because there are no recordings since October.  This isn’t the first time that this has occurred and each time this occurs, I don’t have any metrics to report on.  I’m not going to accept this any longer and would like your team to put a plan together immediately to demonstrate that you have this under control and I won’t have to receive emails from my supervisors and managers that they can’t get their job done because of IT group.

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Topics: Managed Services

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