Contact Center Business Consulting- Implementation, support and maintenance
- Contact Center RFP Questions
Workforce Management
Simplify your forecasting, scheduling and real-time adherence with Workforce Management (WFM) software. WFM is designed to work across the enterprise, regardless of whether it is a call center, back office or an in-person service. Our team can help you:
- Setup performance tracking
- Build stronger adherence and produce optimal schedules
- Setup WFM integrations with payroll systems
- Setup WFM Mobile App for employee engagement
Speech Analytics
Identify what factors can improve customer satisfaction, improve processes and products, and enhance agent productivity and performance with multi-channel analytics. Our team can help you:
- Understand and learn speech analytics best practices
- Setup Automated Quality Management (AQM)
- Training to categorize interactions into key business initiatives such as Customer Satisfaction, Repeat Interactions, and Website Inquiries.
Guidance & Automation
Guidance and automation can perform repetitive, time-consuming tasks. These solutions provide software robots that can completely replace the need for manual processing of specific tasks or entire multi-step processes, automating and executing them around the clock. RPA increases employee capacity and processing speed by freeing them up for higher value activities. Our team can help you:
- Review agent guidance needs
- Link guidance and self-service
- Execute and maintain agent on-screen steps
Quality Management
QM allows you to focus on the areas that matter to your company and customers and achieve your goals. Incorporate business data with call recording to create an evaluation plan around the calls that you want to focus on. Supervisors can pre-define their quality plan and let the system select calls based on business needs whether this is high value calls, outliers, past coaching areas or attainment of specific KPI’s. Our team can help you:
- Implement best practices in calibration
- Integrate speech analytics and AQM (Automated Quality Management)
- Custom reporting
- Linking your QM and training requirements
- Migrate from old platforms to the Verint QM platform
Voice of the Customer
Leverage VoC solutions to help you to understand every moment and speed the impact of improved experiences for your customers, employees, and business. Capture and analyze direct feedback from customers and employees, including best-in-class benchmarks and board-quality metrics.
Our team can help you:
- Incorporate VoC results into Quality Management
- Create custom dashboards with real-time alerts
- Setup case management
- Operationalize metrics across your organization
Gamification
Gamification uses game mechanics and behavior science to clearly present role-specific goals in the form of key performance metrics (KPIs), and offer next best actions to improve their skills or knowledge in a specific area. Employees are awarded points and badges for reaching performance targets. Our team can help you:
- Accelerate on-boarding of call center new hires
- Drive "on the job learning” by presenting quizzes, surveys, polls, embedded videos, and presentations in a dynamic and engaging format
