Smarter Engagement – Better Apps, Less Effort
It seems like everything is getting smarter—smarter phones, smarter cars, smarter appliances, and the list goes on. More and more, the machines we use—more precisely, the software applications running on them—are better at meeting our needs and our desire to get something done right now, no matter where we are.
The expectation now is that if some pertinent information about who we are, where we are, and what we want to do could be “known” by an app or person—and we’ve given authorization to access it—then it should be “known” by the app or person and should then be used to help me get things done. When it works, it’s eerily convenient. It’s less effort for the customer and the employee.
Those expectations help create an undercurrent in every interaction between a consumer and a provider. So, the providers need to make customer engagement smarter. Every interaction, every moment, is an opportunity to use relevant, contextual information to make an experience more personal, more productive and more predictable.
But it’s not just customers who want smarter engagement. It’s employees as well. Being a front-line customer service rep is a tough job. The good ones really want to provide excellent service, and many of them often feel hampered by their tools and systems. How many times have you heard, “I’m sorry for the delay. I need to look that up in another system, and it’s really slow today.”?
Employees want smarter applications that meet—and even anticipate—their needs for providing fast, accurate answers and transactions for customers. They want those apps to do the heavy lifting for them, finding the relevant data on-the-fly and presenting it on a single screen. They want a user interface that’s easy on the eyes—and the brain—that can be configured to their preferences and that puts them two clicks from anywhere.
Aberdeen did some research recently and discovered that to address the challenges of managing agent productivity and performance, providing customer service reps with better systems outranked increasing their pay by a factor of nearly 2 to 1.i
Verint’s latest release of Workforce Optimization and Customer Analytics helps out customer service reps in a big way. It delivers smarter engagement, more real-time guidance, and a boost in employee productivity that can help increase their service levels and their job satisfaction—while also benefitting their supervisors.
i Copyright © 2014. Agent Desktop Optimization – Putting Agents in Charge of the Omni-Channel Customer Experience. Aberdeen Group, Inc.
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