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White Paper | Presented by Verint Systems

Automated Quality Management Infographic 1 / 1

83%* OF GLOBAL CONSUMERS SAY THAT CUSTOMER EXPERIENCE IS A MAJOR FACTOR IN SELECTING THEIR SERVICE PROVIDERS

White Paper | Presented by Verint Systems

Become more efficient and productive with Workforce Management

Employees, customers and businesses all demand flexibility: • Employees want flexibility for better work-life balance. • Customers want the flexibility to interact with you across any channel, at any time. • Businesses want the flexibility to ask employees to work across channels and functions to meet customer demand as cost effectively as possible.

White Paper | Presented by Verint Systems

Efficiënter en productiever werken met Workforce Management

Medewerkers, klanten en bedrijven vragen allemaal om flexibiliteit: • Medewerkers willen flexibiliteit voor een betere werk-privébalans. • Klanten willen de flexibiliteit om op elk moment via welk kanaal dan ook contact met u te hebben. • Bedrijven willen de flexibiliteit om medewerkers op ieder kanaal en in verschillende rollen te laten werken, om zo kosteneffectief mogelijk aan de klantvraag te voldoen.

White Paper | Presented by Verint Systems

Geef zelfverzekerd het antwoord op elke vraag en los problemen sneller op met Knowledge Management

Effectief service verlenen kan aanvoelen als een spagaat. Enerzijds is snelheid belangrijk, maar zeker niet het enige wat telt – een snel verkeerd antwoord kan vervelende gevolgen hebben. Anderzijds zijn correct beantwoorden en consistentie essentieel voor een goede service, en dat geldt ook voor flexibiliteit; in staat zijn om op tijd een effectief antwoord te geven op snel veranderende vragen van klanten en bedrijven. Veel contactcentermedewerkers hebben moeite om continu service van een hoog niveau te leveren. Dit komt omdat ze zich niet betrokken voelen, ze niet over de juiste hulpmiddelen beschikken of omdat de beschikbare informatie moeilijk te vinden en gebrekkig is.

Case Study | Presented by Verint Systems

Knowledge Automation Eases the Customer Journey at BMW

BMW’s digital transformation in action Digital transformation is having a radical impact on consumer behavior. The most obvious impact in the motor industry has been how customers research car and aftersales purchases and customer support. A significant proportion of customers prefer to do all of their research online; with car buyers frequently deciding upon their preferred model before they ever set foot in a showroom. For BMW, this meant that the online experience has to live up to the premium brand expectations of its customers. Read more about BMW’s digital transformation with Contact center and Self-service rollout

White Paper | Presented by Verint Systems

Knowledge Management Infographic

Provide a consistent and excellent customer experience Excellent customer experience, less costs. If your customers have questions or problems, they want a fast and accurate answer. Your products and processes change regularly and so the amount of information within your organization grows daily. Verint Knowledge Management users improve customer satisfaction by more than 10 percent because: · information is written in easy-to-read language. · complex problems can be solved with the help of decision trees. · relevant information is displayed without having to search for it.

White Paper | Presented by Verint Systems

Knowledge Management Infographic

77%* OF GLOBAL CONSUMERS SAY CONVENIENCE IS A MAJOR FACTOR WHEN CHOOSING A SERVICE PROVIDER

White Paper | Presented by Verint Systems

Reveal essential customer insights with Speech Analytics

There are few things that can tell you more about your business and market than the voice of your customers. Call recordings are a gold mine of rich insights about customer satisfaction and churn, competitive intelligence, service issues, agent performance and campaign effectiveness. However, the sheer volume of phone calls can exceed your contact centre’s ability to manually review and analyse them. A manual review can only process a fraction of calls using unsophisticated analysis. Now is the time to unlock the valuable intelligence held in your recorded calls. Read on to find out how and why.

White Paper | Presented by Verint Systems

Speech Analytics Infographic

SPEAKING TO A CONTACT CENTRE AGENT IS THE 2ND MOST POPULAR ENGAGEMENT METHOD (30%)

Case Study | Presented by Verint Systems

Verint Customer case study – BMW

“The single biggest driver of customer satisfaction, by far, is ease. Combining self-service knowledge with the transformation of our customer interaction centre and website gives us the confidence to say: ‘buying and enjoying your BMW just got easier’.”

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