Elevating Customer Engagement Optimization
Are you helping your organization drive toward the Next Big Thing?
In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence of workforce optimization (WFO) and engagement management (EM).
He highlights several underlying trends in WFO and EM markets, including expectations that engaging customers and providing them with rich, satisfying experiences—and personalized service—is one of the Next Big Things.
We’re certainly seeing this with our customers. These trends were evident in a recent Enterprise Feedback Management survey that Verint conducted with its Americas Customer Advisory Council (CAC), where Ryan is the executive sponsor. Some of the recurring themes in the survey data included:
- Leveraging technology to help drive productivity improvements and increase satisfaction at the point of interaction.
- Increasing customer satisfaction in a constantly changing, highly regulatory environment.
- Building an effective operating customer engagement model that facilitates scale and growth, while delivering service excellence.
- Shifting from an “inside-out” to “outside-in” view of the customer engagement model and strategy.
So, how are CAC members driving toward customer engagement optimization and operational efficiencies?
One global leader in the beverage industry is leveraging workforce management capabilities including performance dashboards, desktop adherence, forecasting/scheduling and shift bidding across 1,500 sales and customer service associates. The organization believes that having the right number of employees—with the right skills—in place at the right time is a critical link in driving customer engagement and helping to manage costs.
Carenet Healthcare Services is a leading provider of care management to more than 25 million people worldwide. One of the organization’s primary goals is to deliver services to their customers that are easy for people to understand and convenient for them to access. Carenet uses engagement management to deliver an omnichannel customer experience and put vital information at its agents’ fingertips.
How? With knowledge management, agents have access to a powerful resource that allows them to quickly answer customers’ questions. Carenet is also able to route work to the most qualified agent, which helps provide a rich customer experience and improve first contact resolution. For more on Carenet’s story, check out this video with Carenet’s Chief Operating Officer Vikie Spulak.
One of North America’s largest insurers implemented a strategy that included workforce optimization and analytics tools to improve the customer experience in their contact center and enterprise. They use quality management (QM), workforce management, speech analytics, and desktop analytics to help decrease contact center and back office service inconsistencies and errors—and customer feedback to gauge customer satisfaction and sentiment, and to help support service excellence.
The cumulative ROI of business and workforce optimization improvements they implemented resulted in the reduction of more than 216,000 calls and more than $1 million in annual savings.
For more customer engagement strategy ideas, check out Dave Capuano’s blog 2016 Predictions: Get Back to the Basics. For an analysis of top service issues last year, check out Top Customer Service Complaints for useful insights and takeaways.
The post Elevating Customer Engagement Optimization appeared first on Customer Experience Management Blog.
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