The following is a guest blog post from Greg Sherry, Vice President Marketing at Verint. For more information about Verint, visit their website.
Thank you for taking part in Verint’s interactive general session at Customer Response Summit Las Vegas called “Customer Engagement LIVE!” where we broke into discussion groups for interactive discussions and summary read back presentations. Here are some of the recommendations we heard from the groups as part of the breakout group notes and read backs:
What’s Old Is New Again. When is the last time you received a handwritten note or personal email from a business you engage with? It was memorable, wasn’t it? Think of ways you can incorporate genuine, personalized touches with customers. The strategy can be scalable: one “wow” moment can generate genuine delight and powerful word-of-mouth amplification.
Think Mobile. Do you have a mobile strategy? The need is clear: provide information, customer support, “wow” moments via mobile channels. But be careful: consumers often have limited ability to “digest” content you are sharing with them (because they are at the airport, walking, at home, multi-tasking), so be sure your content and communications are as short and to-the-point as you can.
Establish a common knowledge base across all channels to ensure consistent response. One company recognized the need to consolidate contact center systems to a single agent desktop. Customer service agents had difficulty serving customers in a timely manner and providing accurate information because information resided in 13 disparate systems. By consolidating all the systems into one agent desktop view, the company quickly reduced agent average handle time (AHT) and saw increased customer engagement scores. The unified access to the applications and information also increased employee productivity and helped provide a personalized experience for customers. Continue reading →
This is a guest blog written by Greg Sherry, Vice President Marketing at Verint Systems.
One of the primary objectives of Customer Response Summit Austin was to “identify best practices and discuss innovative ideas on how to serve customer through emerging channels.” Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion groups of seven or eight participants. The groups engaged in conversations around the strategies and execution steps that can help define how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce.
One of the questions included on the breakout group handout, for example, was “If you could provide your peers with one piece of advice as they create and execute their customer experience strategy and program, what would it be?” There were also discussion questions around Customer Engagement and Enterprise Workforce Optimization.
Employee Engagement- TED Talks! We want to hire and retain the best contact center agents that we can. So, we want to make sure we have a variety of internal programs around employee engagement as well as all our focus on customer engagement. One thing we started was Ted Talks Tuesday’s where we find creative and inspirational Ted Talks videos that have themes around creativity, innovation, customers. We then have a discussion group after the video. Our executives, managers and agents love all the interactions we all have – and we are learning new ideas and ways of thinking at the same time! Continue reading →
PHOENIX, AZ. June 20, 2016 – Chad McDaniel, President of Execs In The Know, will be moderating the webinar, “The Digital Tipping Point: Balancing Digital Self-Service and the Human Touch With Knowledge.” The webinar, taking place Tuesday, June 21st, 2016 from 1:00-2:00 ET will be an interactive Q/A style featuring guest speaker, Forrester’s Kate Leggett, and Kelly Koelliker of Verint. The pair will be discussing the increasing importance of digital self-service knowledge and the trends driving customer expectations for service.
The one hour session will take a deeper look at how actionable knowledge management can address the increasing need for self-service, while support the need for traditional channels when self-service is not enough. The following key highlights will be shared:
– Trends impacting effective customer engagement and self-service – The 3 E’s of customer experience: Effectiveness, Ease, and Emotion – Best practices for creating actionable knowledge – The digital tipping point and how to balance self-service and the human touch
“Findings from our recent CXMB Corporate Report show that 63% feel their company is beginning to divert focus away from traditional avenues of assistance into autonomous (self-help) options,” said Chad McDaniel. “While it’s crucial to still offer traditional channels, it’s becoming increasingly important to not only offer self-service, but to optimize it the right way.”
This is a guest blog written by Kelly Koelliker, Director, Solutions Marketing at Verint Systems. Learn more about Verint at http://www.verint.com/.
For the first time ever, self-service channels have surpassed the phone as the most popular channels for service. As a result, organizations are beginning to invest heavily in these channels, seeking to provide the user experience customers demand. Meanwhile, contact centers still field millions of phone calls every day. So while the self-service channels are growing, many interactions still require the human touch of a phone call.
Many customers prefer to find information on their own, searching and browsing on web and mobile devices. Self-service offers the convenience of anytime/anywhere access for customers, with an added benefit of lower cost for organizations. At the same time, assisted service channels like the phone offer the value of the human touch, which can be critical when dealing with sensitive or complex issues. Continue reading →