![]() It also lets users to uncover business trends and competitive advantages, in addition to helping connect customer care operations more tightly with the rest of the enterprise. The solution lets users to extract critical information from customer interactions to optimize workforce performance and also delivers the analytics to convert raw data to actionable insights that would enable them to know what’s happening but also why it is happening which should lead to faster and better decisions. Using the Impact 360, one can enhance internal processes and workflow performance, sort out patterns in customer and employee behavior and build customer-centric strategies that should help improve customer loyalty and retention. ![]() The Impact 360 is termed as a suite of enterprise workforce optimization software and services that can help an organization improve everything that impacts the customer experience, from interactions in contact centers to operations in branches, marketing and customer care, and the back-office. Impact 360 captures information on workforce performance, customer interactions, customer service processes, and customer loyalty to help your contact center change processes, adjust staffing, and make other decisions that may impact the cost and quality of the customer experience.Verint stated that its new customer-which remained unnamed in the announcement-understands the value of gaining visibility into employees across roles, levels and functions and that is reason it is standardizing its contact center software with Verint’s offering. With Impact 360, you can gain a new level of visibility into processes, performance, and customer intelligence across your enterprise. This powerful, analytics-driven workforce optimization solution combines software and services to help your business improve everything – from customer interactions in your contact center to underlying back-office business processes that impact the customer experience. Valuable customer information gets stored in a database, never to be seen again. ![]() Employees don’t get the training or feedback they need to be effective. Departments duplicate efforts because they don’t share information. ![]() This approach to customer service can hurt your business in many ways: Customers receive inconsistent service. Managing this balance is made even more difficult by the different – and often siloed – areas of the enterprise that provide service throughout the customer lifecycle. Many organizations struggle with balancing customer satisfaction, revenue targets, and the cost of delivering customer service. ![]()
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December 2022
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