The digital revolution and mobility run hand in hand. Technology is revolutionizing the way we communicate in business. We can literally be reached anywhere where there is an Internet connection, whether we pay for that connection or not. More emplo
Today we are announcing the capabilities of our upcoming Verint Verba 9.1 release, the first significant update since our recent major milestone, Verint Verba 9.0. With 9.1, we bring new dashboards, data loss prevention capabilities, improvements and
Over the years, Instant Messaging (IM) has become a staple in communications. Looking back in time, did you know that IM originated in the mid-1960s. Multi-user operating systems were essentially the start of IM. The ability to communicate to others
ISI Telemanagement Solutions chose Feed My Starving Children (fmsc.org) as their winter charitable endeavor. FMSC has the mission to feed God's starving children hungry in body and spirit. ISI employees helped hand-pack meals for malnourished childre
Reinventing regulatory compliance Whilst every financial firm faces the same challenges in meeting new regulations and controls, Verint recognizes that not everyone is the same. There are multiple different factors (resourcing constraints, availab
We are excited to introduce a new Healthcare webinar focusing on "Improving Patient Satisfaction through the Contact Center." This event will be hosted by ISI's VP of Vertical UC Solutions, Mark D. McNeill, along with our guest speaker and ISI's VP
Workforce optimization may be easier said than done. However, with the right tools and proper technology, you can empower your workforce and differentiate your business from your competitors. In our last post, we discussed the revenue booster Speech Analytics, and when coupled with Collaboration Recording and a Workforce Management application, you’ve got an instant Workforce Optimization Suite (WFO).
Contact center metrics are important for understanding how your contact center is performing and assessing where to make improvements. Performance data such as average handle or hold time are easy to ascertain with traffic analysis, which we discussed in our last blog entry. By knowing your customers’ calling habits, i.e., who is calling, when they are calling, and how often they call, you get a good estimation of your contact center’s overall volume. However, other metrics like first contact resolution, customer satisfaction, and agent productivity are equally important measures for contact centers as they speak to your brand.
Understanding what services to offer your customer and the best times to offer them is essential to modernizing the contact center. Call center analytics provide insights to call drivers that will assist in formalizing your strategy for the most optimized routing you can provide. Using interaction analytics such as voice traffic analysis, for example, you can discern when your contact center has the highest call volumes. If, during those times, your tech support center is subject to longer hold or handle times, your call center strategy might be to add web chat. In this example, web chat would allow your customers to access tech support directly from numerous devices, and agents could potentially service several inbound requests at once. When you tap into analytics, you gain the ability to adjust your technology to offer more channels for direct interaction that improve customer satisfaction, agent ratings, and transform your call center into a contact center.
The problem with most call centers is the word “call”. These types of communication depots are still in the stone ages when it comes to the myriad ways today’s digital consumers are interacting with businesses. If your business’s call center is still interacting in such limited ways, realize that you’re probably leaving money on the Internet.