Intelligence : Operational Intelligence
What if there was a solution used to manage customer service operations that could help forecast customer demands and schedule the right staff with the right skill sets at the right time? What if that solution could break down the barriers among locations, departmental silos, and separate but interconnected functions, enabling loads to be balanced across multiple sites and departments?
What if that solution could provide insight into customer satisfaction, expanding the focus of quality management from what employees are doing to include what customers are doing? What are customers saying? Are they satisfied? If not, why? What can be done to fix the problem?
What if that solution could detect strengths and weaknesses in staff skill sets, and assign the appropriate training to individuals automatically? What if it could send out alerts when key performance indicators fell below expectations and could notify the appropriate managers when customers were unhappy or when service level agreements were not being met?
The Verint® enterprise workforce optimization solutions enable organizations to improve their operational efficiency and better balance workload across the enterprise through forecasting and productivity reporting. They can sort through thousands of interactions, extract the necessary information quickly, and then disseminate it to the people who can act on it. They can provide rapid insight into changes in customer and service staff behaviors and patterns, and can proactively identify call drivers and service issues, even those that may originate in areas outside the contact center, such as the back-office—then make that intelligence available to the people who need to know.
That’s Intelligence in ActionTM.
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