CRM - February 2008 - (Page insert10)

10 February 2008 Sponsored Content Analytics-driven Workforce Optimization: Greater Insight for Enterprise Customer Service As customers, we’ve all been there: What starts as a great buying experience spirals downward quickly because of the poor service we receive after our order is placed. Or perhaps the opposite occurs—a bad experience is suddenly redeemed at the eleventh hour by someone who goes beyond the call of duty to make good on a problematic order. Either way, we’ve had an experience that may leave us wondering whether anyone in the company has a complete view of the service that’s being delivered. And all too often, the answer is no. Although many enterprises work hard to deliver a quality customer experience, they’re often hampered by the different systems, applications, people, and processes that each plays a role in delivering service. And while the contact center, branch, or remote office is typically the focal point of customer ire when things go wrong, in reality, a break or disconnect anywhere in the customer service value chain can impact the customer experience, no matter how flawlessly the other parts of the chain have performed. Sometimes, these breaks are obvious, such as when call volume in the contact center spikes because a product recall has been announced or a dividend payment delayed. But there are other, more subtle breaks that can be difficult to detect by traditional quality monitoring processes: An automated notification system fails to work properly, prompting customers to call into the contact center to check on the status of their orders. Or perhaps limited hours of operation in the service center are causing customers to defect to a competitor whose hours are more favorable. Situations like these can have repercussions that are seldom good for business. Customers may become angry and defect. Or an increase in contact volume might strain staffing resources to the limit, upsetting customers and employees alike— and the addition of temporary staff to handle the workload may eat into profits. Organizations need better visibility into what’s really happening in their customer service operations—and why. And they need it presented in a way that’s easy to understand and actionable. Analytics-driven workforce optimization provides a solution. INTRODUCING IMPACT 360 ANALYTICSDRIVEN WORKFORCE OPTIMIZATION • ENHANCE SERVICE ACROSS THE CUSTOMER SERVICE VALUE CHAIN. Impact 360TM is a unified, analytics-driven workforce optimization solution that combines software and services to address critical customer service functions, including: • QUALITY MONITORING • FULL-TIME/IP RECORDING • WORKFORCE MANAGEMENT • SPEECH AND DATA ANALYTICS • PERFORMANCE MANAGEMENT • eLEARNING • CUSTOMER FEEDBACK SURVEYS THE IMPACT 360 SOLUTION SUITE Impact 360 helps balance customer satisfaction with revenue targets and the cost of delivering service. It can make information that’s typically collected in different functional areas of your enterprise available at the click of a button. What’s more, it can provide insights into the customer experience that might otherwise be difficult to obtain without reviewing thousands of captured interactions. By transforming raw data into actionable information, Impact 360 can show you what’s happening in your business—and why—so you can make better decisions faster. To learn more about how Impact 360 can help your enterprise turn customer service information into a strategic asset, please contact Verint® Witness® Actionable Solutions today. About Verint Witness Actionable Solutions Formed as a result of Verint’s successful combination with workforce optimization provider Witness Systems, Verint Witness Actionable Solutions enables organizations to capture and analyze customer interactions, improve workforce performance, and optimize service processes in contact center, branch, and back-office operations. Verint. Powering Actionable Intelligence.® Verint Systems Inc. is a leading provider of actionable intelligence™ solutions for an optimized enterprise and a safer world. More than 5,000 organizations in over 100 countries rely on Verint solutions to perform more effectively, build competitive advantage, and enhance the security of people, facilities, and infrastructure. ©2008 Verint Systems Inc. All rights reserved worldwide. Because this functionality works together in a unified solution, it can provide greater insight into workforce performance, customer interactions, customer service processes, and customer loyalty than you might receive with different systems and applications. Impact 360 can help your organization: • CAPTURE AND ANALYZE CUSTOMER INTERACTIONS. • IMPROVE WORKFORCE PERFORMANCE. • UNCOVER BUSINESS TRENDS AND COMPETITIVE ADVANTAGES. • DISCOVER THE ROOT CAUSE OF CUSTOMER AND EMPLOYEE BEHAVIOR. • MAKE BETTER DECISIONS FASTER. • CONNECT YOUR CUSTOMER CARE OPERATIONS MORE TIGHTLY WITH THE REST OF YOUR ENTERPRISE.

Table of Contents Feed for the Digital Edition of CRM - February 2008

CRM - February 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point The Loyalty Riddle CRM Drives Down-Market Out of the Gate: Marketers Rate ’08 Traits The Pulse Consultants Adapt to CRM’s Changing Landscape Required Reading Cover Story: CRM Gets Serious Contact Center Solutions Always On Rumble in the Office The Smallest Slice Tying Up Cable’s Loose Ends Burning Up the Paper Trail Sunny Skies for Knology No More Bumps for BlueRoads Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - February 2008

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