Supporting your mobile workforce today means a lot more than just allowing your staff to use mobile devices for their day-to-day tasks.
Customer Engagement solutions from Verint have revolutionized how companies see and manage the customer's experience.
Possibly the best way to gauge your customers’ thoughts is by monitoring your employees’ frontline phone interactions with them.
These calls can contain a wealth of information relating to customer satisfaction, purchase patterns and promotional success.
There are many facets to the customer experience. But consumer surveys and analysis show that a handful of factors have great weight:
- How long are customers waiting on hold? According to NewVoiceMedia, 53% of customers report being irritated if they cannot speak to a real person immediately.
- How quickly can they reach a person who can solve their problems or answer their questions? Harvard...
The daily interactions between your employees and your customers contain a wealth of information.
How satisfied are customers with your products and services?
How quickly are problems resolved and do your customers “go away happy”?
What sorts of purchase patterns are emerging? Which promotions are working?
What kinds of new solutions are your customers looking for?
Your company’s identity is central to a positive customer experience.
Is your company identity polished, consistent, clear, simple?
Or is it a hodgepodge? Do customers have to call a range of different numbers for different things? Do employees use a bunch of different phones with different numbers to communicate with customers?
Are you hearing everything your customers are saying about you to your employees?
Or is critical business intelligence leaking out during customer engagement communications?
If you have an increasingly mobile workforce, then you need to make sure important customer feedback does not go missing when your employees use mobile devices.
Our partnership with Verint delivering mobilized customer engagement solutions was highlighted in a presentation at the Verint Engage 2017 Global Customer Conference in May.
The Verint customer conference focused on how companies can improve customer engagement and the customer experience.
Our Chief Sales Officer Brandon Larson delivered a presentation at the conference highlighting how mobile...
Most of your employees these days are carrying their own mobile phones. If these devices end up being used for work calls, do you know if the communications on them meet your customer care quality standards?
The latest statistics show that far more people in the typical workplace are likely to have a mobile phone than not. For example, personal mobile phone penetration in the US now is 95%,...
If your business involves communicating with customers using a contact center, then customer engagement quality is very likely at the top of your important success metrics.
Yet many companies continue to operate contact center quality programs that ignored the most common communications device in today’s companies: the mobile phone.
December 31, 1969