Workforce
Creating and Delivering an Extraordinary Customer Experience
In challenging times, customers are highly selective with their spending—and far more critical of the products and services they receive.
How can your business stand out from the crowd?
In challenging times, customers are highly selective with their spending—and far more critical of the products and services they receive.
How can your business stand out from the crowd?
Oh no!
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new applications that unite telephony, conferencing, messaging and even collaboration tools.
Chances are your company is in the midst of deploying its unified communications (UC) strategy and your IT department is working hard to deploy new applications that unite telephony, conferencing, messaging and even collaboration tools.
When it comes to handling customers, not everybody has the same ideas. Marketing people may want to launch an exciting promotion to bring in new customers, but the likely flood of calls to the company contact center requires close co-ordination with the IT department to make sure there’s enough bandwidth coming into the organisation to cope.
Most Recent Workforce
What makes it so special?
As enterprises strive for greater customer intimacy through personalized service, customer-based sales and proactive outreach, the value of the contact center increases. Successful organizations concentrate on the customers who will grow their business in the future (especially important in today's economy).
As enterprises strive for greater customer intimacy through personalized service, customer-based sales and proactive outreach, the value of the contact center increases. Successful organizations concentrate on the customers who will grow their business in the future (especially important in today's economy).
Unified Communications Overview
To boost competitiveness and improve business performance in today's global environment, more and more enterprises are turning to Unified Communications (UC), which helps companies increase revenues, reduce costs, and enhance customer relationships.
To boost competitiveness and improve business performance in today's global environment, more and more enterprises are turning to Unified Communications (UC), which helps companies increase revenues, reduce costs, and enhance customer relationships.
The Unified Communications Journey - Setting the Itinerary
Executive Summary
Given the significant positive impact unified communications (UC) can have on an enterprise, it is clear that now is the time to be moving forward with a UC agenda.
Executive Summary
Given the significant positive impact unified communications (UC) can have on an enterprise, it is clear that now is the time to be moving forward with a UC agenda.
What is workforce optimization? You can search through many documents about workforce optimization without ever encountering a succinct definition. This is typical for a term that rightly describes a strategy rather than products or technologies.
Customer Service Analytics: A New Strategy for Customer-centric Enterprises
Preface
This paper profiles customer service analytics, an essential part of an enterprise strategy for delivering customer service in today’s volatile global market. The paper describes how the customer service analytics offerings from Verint® Witness® Actionable Solutions foster customer-centric business processes by improving the efficiency and effectiveness of enterprise customer service, driving down costs, and building a cycle of continuous performance improvement across the entire customer service value chain.
Preface
This paper profiles customer service analytics, an essential part of an enterprise strategy for delivering customer service in today’s volatile global market. The paper describes how the customer service analytics offerings from Verint® Witness® Actionable Solutions foster customer-centric business processes by improving the efficiency and effectiveness of enterprise customer service, driving down costs, and building a cycle of continuous performance improvement across the entire customer service value chain.
Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service - A Verint Systems White Paper
Preface
Increasingly, organizations are using analytics to better understand what customers think about their products, services, policies, and service representatives. Analytics offer deep insight into customer behavior and opinions — a critical step that lies at the heart of customer-centric service strategies. When deployed as part of a workforce optimization (WFO) solution, analytics can extend the reach of WFO beyond the contact center, into other areas of the enterprise — including branch, remote, and back-office operations — to enhance the customer experience, drive down costs, and improve competitive advantage.
Preface
Increasingly, organizations are using analytics to better understand what customers think about their products, services, policies, and service representatives. Analytics offer deep insight into customer behavior and opinions — a critical step that lies at the heart of customer-centric service strategies. When deployed as part of a workforce optimization (WFO) solution, analytics can extend the reach of WFO beyond the contact center, into other areas of the enterprise — including branch, remote, and back-office operations — to enhance the customer experience, drive down costs, and improve competitive advantage.
SIP... HTML... VoiceXML... SOAP... You hear these acronyms and many more bandied about with great frequency. But what do they really mean and why should you pay special attention to these particular terms versus any others? From my and my employer's perspective, these are exceptional because they are all acronyms for standards.
Stephen Withers investigates the hard and soft issues affecting building a remote workforce.
During the last few years, suppliers of contact center systems have been promoting the benefits of virtual contact centers that can accommodate agents working from home as easily as those with traditional working arrangements. Yet the idea doesn’t seem to have taken off in a big way among Australian businesses.
During the last few years, suppliers of contact center systems have been promoting the benefits of virtual contact centers that can accommodate agents working from home as easily as those with traditional working arrangements. Yet the idea doesn’t seem to have taken off in a big way among Australian businesses.
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