Have you ever spent hours putting together a jigsaw puzzle, only to discover that there are some missing pieces and realizing you’ll never be able to complete the whole picture? Well, that’s basically what it’s like when you don’t have a unified view of each customer engagement.
As the number of interactions grows, customers are weighing every experience they have with your organization. And, of course, you want each of these interactions to be as positive as possible to keep your customers happy and engaged.
In addition, your customers are interacting with you across more channels than ever before, and they expect to have a seamless experience that can carry over from one channel to another—without needing to provide the same information or ask the same questions multiple times.
Is your organization able to connect the information and services that your customers need—or is that information marooned in disconnected silos, leaving customers feeling that they’re missing pieces of the puzzle?
Are your agents able to provide the level of service your customers require? Are they able to quickly resolve problems? Do they have the requisite knowledge to resolve issues? These are all crucial factors in creating positive customer experiences.
Along the way, you need to be able to capture experience data across channels to get a clear picture of what your customers (as well as your agents) are truly experiencing.
So, let’s take a look at three keys to bringing together the pieces of the puzzle to get the “big picture” of your customers’ experience.
Data Is Like the Picture on the Puzzle Box
Do you know what’s happening across all of the channels in which your customers are engaging with you? And, do you have the tools you need to capture and analyse that important data from those interactions that are so crucial to your business?
After all, if you can’t see what’s going on everywhere and aren’t able to measure impacts across your organization, it’s virtually impossible to know where and how to start to make improvements.
With the ongoing proliferation of channels, customer and employee analytics must be multichannel as well. While voice remains a critical channel, customers are increasingly choosing digital customer service channels such as chat, email, and social media. And, the combination of both speech and text analytics can help bring the total picture into focus.
Break Down Silos for a Complete Picture
It’s clear, you simply can’t get a comprehensive view of your customer experience when your interaction data is disconnected—leaving stakeholders unable to share insights or coordinate actions. The Verint Cloud Platform helps you break down the silos, so you can account for all customer and employee feedback—while delivering actionable insights.
The Right People
The puzzle isn’t going to assemble itself. You need the right people, in the right place, at the right time, with the right tools at their fingertips, ready to meet customer needs. However, many organizations have been impacted by the fallout from “The Great Resignation.”
Staffing contact centres has never been easy but now, with record numbers of people leaving the workplace (even if only temporarily), it’s become even more difficult. Those who remain are facing increased workloads and added job stress as they try to keep up the pace with fewer co-workers.
In the newly released Engagement Capacity Gap Study 2022, retaining the best workers and hiring skilled new talent are cited as top business concerns. Organizations must have the tools in place to quickly identify job applicants that are most qualified, as well as processes to boost existing employee engagement so that the best agents don’t leave for other opportunities.
Uncertainty and Opportunity
While we are still in a time of massive disruption and uncertainty, we all need to do whatever we can to maximize our opportunities in the marketplace. Like the picture on the puzzle box, Verint offers a complete set of tools that can help you put together your customer engagement puzzle. To learn more, please make sure to join us in Orlando, June 13-16 at Verint® Engage, the industry’s premier global customer engagement event.