Verint Systems has added the Personalized Guidance feature to its Impact 360 Workforce Optimization solution, enabling companies to provide agents with in-the-moment coaching and guidance in their customer interactions.
Within contact center operations, when there is a pricing change, a policy update, or a new competitive alert, at times that information fails to reach the actual agent and that, in turn, takes a toll on the ability to provide relevant service, according to Roger Woolley, Verint's vice president of solutions marketing. This can happen for a number of reasons, but is often due to the general "bandwidth and cost associated with training" or a broken process from the outset.
Using Personalized Guidance for Impact 360, a company can use desktop process and speech analytics to identify root causes of key performance indicators—such as reducing repeat calls or improving customer satisfaction. "What you want to make sure is if you're popping (up guidance) in the middle of a call, that it's the right guidance at the right time," comments Siobhan Miller, director of solutions marketing for Verint. "That's really where the analytics helps you at the beginning to identify the root cause."
From there, it's about providing relevant guidance, she says. For instance, if a customer calls into an insurance company's contact center, they might indicate that they're "moving." The Personalized Guidance solution can recognize "moving" as a significant event and "marry that information with what's happening on the agent's desktop."
This guides an agent with the appropriate trigger for follow-up action, such as shooting an email to the assessor of the property. The agent can also auto populate the screen they're working in with relevant customer information in their database, which Miller says cuts down on agent error that can disrupt back-office processes down the line.
The individual agent interaction is important, Miller says, but is even more impactful when measured against other agent interactions. Using Verint's workforce optimization tools, a company can essentially "lift up and use analytics to make strategic decisions across the organization" by measuring individual performance against contact center activity in its entirety.