Close the Engagement Capacity Gap with One Workforce
Customers expect effortless and delightful customer experiences in the channel of their choice. One Workforce enables effortless CX at scale, across the enterprise.
What is One Workforce?
One Workforce™ enables the entire workforce to engage with customers in the right way, at the right time to increase capacity, flexibility, and agility. It is a unified approach to customer experience management, bringing together engagement channels, teams, and data that have all previously operated in silos.
As organizations struggle to close the Engagement Capacity Gap – due to ever-increasing customer expectations, the number of channels available to customers, and a lack of business resources – applying the strategies of One Workforce helps organizations do more with less while still providing a seamless experience customers demand on any channel.
Watch: How One Workforce Closes the Engagement Capacity Gap in a Digital-First World
Why is One Workforce important?
Customers are reaching out on a wider range of channels than ever before. From phone to text message, email to social media, customers still expect an effortless experience regardless of how it impacts contact center operations.
One Workforce™ connects your channels, your people, and your automation so that you can become a truly customer-centric organization. Verint Cloud Platform helps businesses solve this challenge by:
- Delivering workforce management solutions that prepare organizations by building, maintaining, and nurturing the team of the future
- Connecting essential customer insights to build a customer-centric organization by adding structure to unstructured data
- Meeting rising customer expectations for digital engagement and enabling conversations to flow seamlessly from one channel to the next
The Impact Of A One Workforce Strategy
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20%
reduction in call handling times
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10%
reduction in absenteeism
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30%
reduction in agent turnover
-
40%
of renewals self-serve
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41
point increase in NPS
One Workforce is not a single product, it is four building blocks that can be implemented in any order:
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Verint Engagement Orchestration powers brands to orchestrate the workforce across all engagement channels from a single platform, dismantling both organizational and channel silos. Engagement Orchestration intelligently unifies all customer interactions powering asynchronous, customer-centric experiences that go beyond channels to connect the customer journey.
Verint Knowledge Management provides businesses with consistent information, that makes any employee the right employee, regardless of where they sit. Knowledge Management means expertise is no longer kept siloed away, and empowers the quality of employee performance, behavioral compliance, and the customer experience across all communication channels.
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Every customer interaction is a direct reflection of your organization and brand. Therefore, ensuring every interaction is of the highest quality and consistency, is essential to success.
Verint Quality Monitoring Software and Compliance Solutions measure employee performance, behavioral compliance, and the customer experience across all communication channels – voice and digital – and drives automated coaching and actionable insights to improve employee engagement and the overall business. A One Workforce approach makes it easier to design a Total Quality and Compliance program across all work performed by human and bots.
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Your employees demand flexibility to balance their work responsibilities, busy lives, and family lives. Verint Forecasting and Scheduling enables the ability to forecast demand across channels and build comprehensive capacity and hiring plans. A One Workforce approach allows scheduling of all the resources – humans and bots – across all channels where needed, regardless of location, function, or channel.
What if you could predict which candidates would be successful and onboard them quickly? Verint Intelligent Interviewing drives automated candidate screening to speed up the hiring process. However, a One Workforce approach goes beyond the traditional workforce management goal of having the right people in the right place at the right time. It gives you the ability to have the right people with the right characteristics available at the right time and right place.
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Verint Da Vinci AI and Analytics activate insights and automate experiences across your business. Verint Da Vinci elevates AI across the Verint Customer Engagement Cloud Platform into insights and actions.
By connecting as One Workforce, businesses make their analytical tools more capable of identifying opportunities to drive process efficiencies and elevate the customer experience. A One Workforce approach makes data visible across the enterprise to analyze customer journeys and take corrective action where needed.
"Google is looking to use the Verint solution to help plan and manage the workforce which is distributed across the globe.“
“Automated Quality Management allows our quality agents time to coach the agents more. It allows the quality agents to spend more time with the agent and focus on the areas where we can see the agent is struggling.”
"[With Automated Quality Management]...we are now able to analyze phone calls and look at them in larger quantities. We're going to gain insights that, in the past, were more just gut feelings"
“We realized the shifts we had made to be more digital and more consumer-focused were working, as our eCommerce channel was the only channel able to grow during the COVID pandemic shut down.”
“Verint Knowledge Management has become the backbone of our operations. More and more departments want access to the knowledge management system – even those with no direct customer contact.”
The 2022 State of Digital Customer Experience Report
56% of customers under 45 prefer to reach out over digital channels, 78% of customers are loyal after receiving an amazing digital customer experience, and 46% of CX professionals say increasing personalization is their top priority in the next 12 months.
Download the full report to learn the other top 20+ market trends impacting customer experience in 2022 from your customers and competitors.
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Shift to One Workforce
With One Workforce businesses no longer need to organize their workforce by channels that create organizational silos, pockets of inefficiency, and limits the ability to create customer journey flexibility.
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