Equip Your Customer Service Reps to Support Seamless Customer Journeys

“The diverse range of customer service touchpoints has resulted in disconnected customer experiences and increased cost. Application leaders responsible for customer service need to equip customer service representatives with the necessary tools and skills to deliver seamless customer journeys.”

From voice to Facebook Messenger and live chat to WhatsApp, customers now expect an effortless experience regardless of channel. But, adding channels can create workforce silos, leading to disjointed customer journeys that leave customers frustrated and result in higher cost-to-serve.

Businesses need a new approach – one that allows them to meet increasing customer expectations and manage interactions across a wider range of channels while breaking down workforce silos.

Industry analysts Gartner® took a deep dive to find key recommendations for leaders on how to equip customer service agents to support seamless customer journeys.

Download the report now to uncover these key findings.

Attribution: Gartner, Equip Your Customer Service Reps to Support Seamless Customer Journeys, Steve Blood, 5 May 2022.

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In the meantime, check out additional resources to see how Verint helps the world’s most iconic brands increase CX automation and deliver AI business outcomes now.

Get the Gartner report to learn:

The top organizational customer service and support challenges
How to enable effective utilization of your workforce for omnichannel engagement
The core capabilities of a unified agent desktop that supports a seamless customer experience

Top Important Organizational Customer Service and Support Challenges for the Next 12 to 18 Months

74% creating a seamless customer journey across assisted and self-service channels
74% improving content and knowledge delivery
72% making better use of Analytics and AI

Read on to learn more about Verint solutions which can help you equip customer service agents to support seamless customer journeys.

Workforce Management

Verint Workforce Management helps you empower your employees with the scheduling control and flexibility today’s workforce demands while still meeting the service expectations of your customers.

With Verint, employees can quickly see and adjust their schedules, both at home or in-office, and managers can view short and long term forecasts to accurately assess customer demand. This accurate forecasting and scheduling gives your organization the ability to provide superior service while controlling costs.

5 Reasons to Reimagine your WFM

Interaction Analytics

In order to improve the quality of your interactions, the first step is measurement. In today’s multichannel world, gaining a complete picture of your customer interactions across channels can be a challenge.

Verint Interaction Analytics combines insights from both voice and digital channels to get a unified view of customer sentiment, key topics, and emerging issues. Armed with this data, you are empowered to improve your processes for better customer satisfaction, compliance, and more.

Webinar: Unify Your Customer Insights with Interaction Analytics

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Real-Time Agent Assist

With each interaction, your contact center agents must balance efficiency, compliance, empathy, and more, while simultaneously trying to answer complex inquiries. To perform at their best, agents need to be empowered with real-time assistance.

With Verint Real-Time Agent Assist, you can proactively help agents guide interaction to positive outcomes by adding contextually relevant assistance. Real-Time guidance has been shown to drive sales, improve compliance, reduce handle time, and more.

Real-Time Coaching Buyer’s Guide

Help Improve Agent Performance With Real-Time Guidance

Channel Automation

Verint Channel Automation enables organizations to scale their customer engagement strategy through a combination of channels, workforce orchestration, and bots. Channel Automation allows your brand to deploy staff flexibly across channels using fewer resources and less effort.

The State of Digital Customer Experience Report

This report provides an industry analysis of consumers’ and brands’ digital-first engagement expectations. Learn how changing customer preferences and behaviors impact customer experience strategies for enterprise brands.

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Conversational AI

With customers reaching out on more and more channels, and still expecting the same effortless service experiences, modern businesses are turning to bots & AI to help them scale engagement.

Verint Conversational AI enables the quick and efficient deployment of virtual assistants across all engagement channels through a low-code environment – IVA Studio – so companies can quickly launch, tune, and improve their bots for an immediate return on investment.

Conversational AI Barometer: Chatbots and Next-Gen AI

Verint commissioned a survey – administered by an independent third party – of 1,000 US consumers between the ages of 18-65. We asked people from all walks of life about their interactions with chatbots and intelligent virtual assistants (IVAs).

Download the full report to understand consumer preferences and how you should design your conversational AI experiences.

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Experience Management for Digital

Verint Experience Management for Digital allows companies to take a holistic approach to CX by incorporating voice of the customer data across web, mobile, social, and survey feedback to track the digital customer journey and gain insights into the omnichannel experience.

In turn, businesses can take that information and create a cross-channel/cross-function view of the business to improve processes, experiences and create competitive differentiation

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2023 Customer Experience Management Value Index by Ventana Research

Building a successful CX program requires teams to share data seamlessly across multiple functions, including support and services, contact center, marketing, sales, and beyond. The Customer Experience Management Value Index is an assessment of how well vendors’ offerings address buyers’ requirements for CX software and incorporates all criteria needed.

Download the Value Index