Partnership Boosts Customer Engagement

267
Filed under - Archived Content

An international telecommunications operator has extended its investment in Verint Systems’ solutions to help improve customer engagement.

The software will be used to help decrease customer wait times and better balance workload and staffing across the organisation’s branch locations.

Upon completion of its current implementation and roll-out, the branch recording and workforce management software will help the telecom organisation forecast demand and staffing requirements to create more accurate schedules for each retail branch location.

This will not only help its branches meet service-level goals more effectively but also enable them to gain a deeper understanding of employee performance, branch operations and the overall customer experience.

With the ability to record branch interactions, the organisation will have more opportunities for employee coaching and the ability to gauge quality and sales effectiveness.

By centralising interaction branch recordings with its contact centre operations, it can also retrieve recordings as needed for compliance and regulatory requirements. This will not only help drive operational effectiveness but also reduce liability and expedite dispute resolution.

Verint Branch Audio Recording is a scalable solution that can capture face-to-face interactions between employees and customers at distributed retail locations.

Verint Branch Workforce Optimization is a suite of software and services that provides visibility into customer service processes, workforce scheduling, productivity and performance, and customer intelligence – designed specifically for networks of brick-and-mortar locations.

For more information about Verint Systems, visit their website.

Author: Megan Jones

Published On: 8th Jul 2015 - Last modified: 22nd Mar 2017
Read more about - Archived Content

Follow Us on LinkedIn