Outsourcing and Business Services
Providers of outsourced services have always been challenged to meet service-level requirements while managing costs. With growing concerns about service quality, it’s critical for providers to monitor quality, detect and correct service anomalies quickly, and ensure staff are properly coached and trained.
Outsourcers around the world rely on Verint solutions to help them meet service-level agreements and make the best use of resources. Verint’s solutions include:
- Impact 360 Workforce Management for forecasting workload and scheduling staff with the appropriate skills—across locations and time zones, in keeping with local labor laws.
- Impact 360 Quality Monitoring to help ensure the ongoing quality of customer service.
- Impact 360 Performance Management to help agents and representatives understand their areas of strength and weakness.
- Impact 360 Coaching to help automate the coaching process.
- Impact 360 eLearning to bring targeted lessons right to the employee desktop.