Face-to-Face Voice Interaction Recording
Gain insight into in-branch and in-store interactions to improve employee performance, compliance and CX.
How can I improve the performance of my in-branch, in-store employees?
As your branch and store operations come back online in a constrained and restricted environment, are you able to manage your workforce effectively? While contact centers benefit from robust data on customer phone/chat/email interactions, branch and store locations have little to no insight into face-to-face interactions. In addition, branches lack the real-time tools to improve interactions and employee skills. Face-to-Face recording gives them the insight and automation they need.
Verint Face-to-Face Voice Interaction Recording is an innovative solution that automates the capture of audio and desktop screen recordings of interactions between employees and customers taking place in open-plan environments and conference rooms, such as bank branches, telecom service centers, or wealth management advisory offices. It helps ensure that employees comply with regulations and policies while offering deeper insight into how effectively they handle sales opportunities and other customer interactions.
How can I monitor compliance during face-to-face customer interactions?
Banking and other industry regulations can be very different by region, and global efforts to protect consumer rights make it important for organizations to use technology to ensure the right procedures are followed. Having an electronic record of each customer conversation can help organizations monitor and evaluate the performance of their staff to ensure they are following required regulations and policies, especially with the current requirements of social distancing and reduced workforce capacity.
In addition, in many regions compliance recording for privacy and financial advisors is being extended to face-to-face interactions. With Verint Face-to-Face Voice Interaction Recording you can now:
- Centralize recordings from multiple locations, with a single point of administration.
- Better ensure quality and regulatory compliance while avoiding costly fines and protecting your reputation.
- Verify in-person conversations in the event of disputes or misunderstandings.
- Reduce or eliminate the need for traditional archiving solutions.
- Easily define retention and storage criteria capabilities, facilitating compliance with industry regulations on retention and archiving.
How can I elevate the in-person customer experience?
Face-to-face interactions are one of the most influential customer experiences. In fact, according to Forrester research, customers of a brand that improves CX in physical locations are 10X more likely to recommend it.* Given the coronavirus pandemic there are fewer in-person visits to service providers, which makes it even more critical to ensure a high-quality, engaging face-to-face interaction.
Similar to the contact center, you can gain even greater insights when you pair recordings with other workforce engagement solutions. When deployed with Quality Management, Verint Face-to-Face Voice Interaction Recording can enable managers to centrally review audio and screen recordings to evaluate the quality and effectiveness of their interactions with customers.
The solution can also be augmented with Speech Analytics to provide sophisticated conversational analytics for automatically identifying, grouping, and organizing words and phrases spoken during face-to-face branch recordings into themes, helping to reveal rising trends and areas of opportunity or concern. You can also preconfigure specific categories based on keywords, helping you monitor trends regarding product and service perceptions and be alerted to critical interactions.
* Source: The ROI of CX Transformation, Forrester, August 15, 2019
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