Setting key performance indicators (KPIs) is key to your contact center’s success in hitting your business goals. However, contact center managers aren’t always clear on what KPIs need to be in place and how to tie them to the correct metrics to ensure that their operation is performing at an optimum level. If setting KPIs has been a challenge for your organization, consider these six common ones used by contact centers to measure their performance. Follow them as a guideline to establish your own:

Service Level 

This KPI is important because it establishes the basic goal of your contact center performance. Determine what your contact center’s baseline service level should be — or what has been outlined in your service level agreement — and monitor it in real time. For example, you may have a goal of taking 80 percent of calls with 15 seconds. Your performance should always reach your set goal or higher. If you are consistently failing to meet this goal, investigate why and make corrections.

Call Resolution

You also need to measure the outcome of each call handled by your agents. Tracking and monitoring this KPI is critical in measuring customer satisfaction and agent performance, with the goal being to resolve every issue on the first call. This KPI could help identify whether a specific agent—or the entire procedure—is the root of the problem.

Customer Satisfaction

This call center metric can be used to measure how customers rate your performance. This information is typically collected by taking surveys after an agent interaction. It’s important to try to capture as many details as possible and find out how they felt about the quality of the call, whether or not their issue was resolved, and how long it took for the issue to be resolved. This KPI can also help identify whether a specific agent receives consistently low ratings or determine if procedures allow for agents to successful resolve issues.

Average Handle Time

This KPI measures the average time spent on a call as well as any administrative actions or reporting associated with the call. Using this KPI will help you get a better understanding of call efficiency, agent efficiency, and customer satisfaction. It also helps when considering cost per contact, another KPI that you can use when conducting cost-benefit analysis.

Active and Waiting Calls

This metric can be measured along with average handle time and used to measure call volume in real-time. Agents should aim to resolve calls in a timely manner and quickly transition to the next caller in the queue without sacrificing good service. The goal is to minimize call abandonment (which can be established as a separate KPI) and increase the number of customers being connected to agents and having their issues resolved. The goal is to get to callers before they reach their threshold for waiting. It’s important to have adequate staffing in place to manage the call volume as this has significant impact on this KPI.

Agent Performance

This KPI should measure how your agents perform in a number of categories and can be analyzed in conjunction with agent adherence. Agent adherence tells you how well an agent performs during their shift and how efficient they are with their time. Adherence is a key factor in determining call center cost, and measurement of adherence should be comprehensive, including activities like reporting and any coaching associated with performance.

These are just some of the many KPIs that your call center can use to measure its performance. Before choosing KPIs, list what areas of your organization that you wish to measure. You could have just hired a group of new agents, so agent performance is one to consider. If your center recently changed procedures, you’ll want to consider the service level and average handle time KPIs. Each contact center, though they have the same purpose, will require a different set of KPIs.

Voice of customer (VOC) solutions become increasingly sophisticated in capturing and analyzing customer feedback as part of call center analytics. The demands for enhanced mobility and accessibility round out companies’ requirements for truly comprehensive VOC programs. Rapid changes in mobile technology and the growing number of customers who prefer to communicate via their mobile devices are fueling these demands.

Increasing Need for Mobile VOC Solutions

Underscoring this trend is a recent study conducted by Portio Research. According to the independent research company’s Mobile Factbook 2013, “The worldwide mobile subscriber base is expected to reach 6.5 billion by end-2012, taking global mobile penetration to approximately 92 percent” and will “reach nearly 8.5 billion by end-2016. With these kinds of numbers, it’s no surprise that demand for a high level of mobility in VOC programs across industries and platforms are only reinforced.”

In addition to increased mobility, companies also need to be able to easily and efficiently centralize customer interaction information into a single view to prevent breakdowns in communication caused by segmented, siloed information. Because companies will now be receiving input via mobile platforms, they need to establish a way to organize all information, allowing them a complete overview of customer feedback. Optimally, decision makers should be able to instantly access and share real-time insight that allows users to organize data and reports side-by-side as well as determine results and monitor business metrics.

Mobile VOC Benefits

Mobile VOC allows your organization to gather immediate and convenient customer feedback in real-time and in conjunction with their experience or transaction, such as a service call, retail purchase, or visit to the bank, through the customer’s preferred channel.

A well-designed, comprehensive mobile VOC solution should enable you to:

Additionally, and critical to gathering helpful feedback from customers to transform into actionable solutions, is a well designed, yet simple and easy-to-use survey. Types of questions include Yes/No, True/False, Choose One, Select All That Apply, and Ranking questions. Example questions include:

Remember that your survey is looking for feedback from your customers on specific areas, so don’t include questions that receive answers you cannot use. If you’re not interested in learning about how customers feel about your agents, do not include questions regarding agent performance.

For more information on how KOVA can help your organization deploy a comprehensive mobile VOC solution, contact our team of experts for a complete needs assessment.

Customer feedback provides a rich opportunity to transform comments into improved business processes and a better overall customer experience. Listening to, understanding, and acting on the VOC is critical to operational and organizational improvement. To that end, Forrester Research Customer Experience Analyst Adele Sage has assembled a top ten list of advice and best practices from VOC leaders to help guarantee your program’s success.

Build executive support.

Executive support helps CX pros put key building blocks in place, such as adequate tools to collect and analyze data and processes to systematically act on it. How do you build support? Prove the value of the program by demonstrating tangible business value. Track the results of service recovery efforts to save unhappy customers and aggregate the results of improvement projects initiated by VOC-collected data.

Set a VOC strategy

Before you get overwhelmed with piles of data, develop a long-term approach for your VOC program that fits with your overall customer experience strategy. Design the program up front to scale as it grows. And don’t forget those execs who are supporting you; involve them in defining the strategy.

Get the basics right first

Getting the basics right has two meanings: First, set a solid foundation for your program based on the strategy you’ve articulated. Don’t rush to do anything fancy or cutting edge just because it’s exciting. Second, you need fix the basics first. Identify and fix the basic problems that are getting in customers’ ways before going above and beyond. If you do not fix your most pressing problems, more will just follow!

Centralize the VOC program

How you organize can set you up for success. A central, integrated team responsible for all the listening, analysis, reporting, and tracking can leverage a single set of tools and create process efficiencies.

Communicate to inspire action

Put your data and analysis in creative hands to produce results. In order to effectively communicate the voice of the customer broadly, make insights come to life via storytelling techniques (narratives, real customer examples, etc.). To really make your point, recruit leaders to kick off presentations as a show of top-down support.

Bring together cross-functional and cross-business insights

It’s unlikely that a single person or single functional group can stand on its own. Anytime you’re tackling a problem, bring together folks from the line of business, customer experience experts, data analysts, and skilled communicators who can share the message effectively.

Include the voice of the employee

Employees have great ideas for customer experience improvements, like how to fix broken processes. At the same time, frontline employees are hearing feedback directly from customers and need a mechanism to share those stories with the VOC folks. You need to collect both types of employee insights to augment what you’re hearing from customers. Consider one-on-one meetings, suggestion boxes, or proposals for improvements to collect this information from employees.

Optimize for speed

Nominees are talking speed on three fronts: 1) Delivering quick insights to the right stakeholders for smarter decisions, 2) Following up quickly with unhappy customers, and 3) Recognizing employees quickly for customer-centric behavior. But of course, speed can’t trump quality.

Maintain data integrity 

Data is simultaneously powerful and dangerous. That’s why you need to identify the strengths and weaknesses of your data and make sure that your sample reflects the larger customer population. It’s all about striking the right balance between data that’s accurate enough and what you need for program execution.

Innovate and take risks

Don’t be afraid to make changes to processes or tools or to experiment with several prototypes. Push yourself and your colleagues to go outside your comfort zones. You may fail miserably — but, more likely, you may be pleasantly surprised by the results.

Remember that best practices are just a guideline of what works for the majority of individuals. As a VOC Executive, you know how your organization and employees conduct their work, so you may have to tailor these practices to suit your needs (or forego some entirely). Understand the VOC technology for call centers is always changing. If you’re not sure on the next step, contact KOVA Corp’s team of experts.

Up until now, when cellular phones were used on scene by emergency responders – EMS, fire, police - critical information was lost, because unless the mobile phone was calling the station, those calls could not be recorded. It was almost impossible to reconstruct events in a complete way, since crucial pieces of information were always lost. But in spite of this very real problem, most responders, investigators, and supervisory staff continue to rely on their cell phones as a point of contact during emergencies and investigations.

Enter KOVA’s most recent addition to its offerings: SilentPartner. This patented application provides emergency responders with the ability to record their cell phone calls, automatically capture pictures and video, and copy text messages while on scene and allow those with permissions to hear or view them at headquarters near real-time.   Finally, the circle of public safety communications recording is complete.  After a call is completed, a picture or video is taken, or a text message sent or received, copies are securely transferred to a centralized server at your HQ, providing a single playback interface for all of your audio, pictures, video and text messages.

KOVA will be attending APCO International’s 79th Annual Conference & Expo in Anaheim, California, on August 18-21, 2013.  The Association of Public-Safety Communications Officials (APCO) is the world's largest organization of public safety communications professionals.

At the conference, we’ll be announcing our new system. The motto for this year’s APCO expo is “Connect, Innovate, Accelerate,” and that’s exactly what we are doing.  SilentPartner is the only public safety cellular phone recording system available that records the audio at the phone level, and can capture text messages, photos and videos. It allows responders and investigators to record all their calls, or just a select few, while on scene, and then transmits those recordings instantly to the same database as your conventional phone logger.

And it’s not just the recording that’s transferred, important data, such as Caller ID, GPS Location, and Dialed Digits, are captured along with it. Users can even organize their calls on the go by linking each call with its case number, further simplifying its later retrieval.

Calls are not the only thing that SilentPartner can help with, however. Investigators can also use their cell phones as portable recorders for conducting interviews. Each interview can be assigned to a case number, marked with the interviewee’s name, and securely transmitted to the database. Recorded interviews and calls can also be played back from the phone itself.

SilentPartner V2 can also be configured to copy and send any picture or video taken by the phone to HQ for centralized storage.  The app can then delete the picture from the phone if so desired.  This provides a new tool for getting visual information back to the command center that can be used for evidence or detail dissemination to additional responding units.

Advanced features of the SilentPartner system include Speech Analytics, which allows software to “listen” to the content of all of your calls. Trends within those calls are then automatically reported, which can help uncover commonalities between cases thought to be unrelated. This is especially useful for detective bureaus that exist across multiple precincts, because it allows investigators to easily find linked cases. Rough transcription of calls, keyword and phrase searches, and indexing of communications are also options available with SilentPartner.

The case management features of SilentPartner, along with the evidential audio, allow for cases to be closed much more quickly and easily, increasing the opportunity for forfeiture and seized items. Finally, a product that can have a return on investment in Public Safety!

There are many tools that contact centers are able to leverage to get the most from their technology, systems, processes, and employees; however, full optimization comes from having the ability to analyze data gathered from the output of these functions. Analyzing this data means gaining insights and lessons that can be used to make continuous improvements. Understanding and implementing fundamental call center analytics will provide invaluable knowledge that, when applied, produce immediate results.

Speech Analytics

When it comes to customer interactions, the most fundamental questions asked of any contact center manager are 1) Why are customers calling us? and 2) Why do customers continue to call us?

Speech analytics can provide the necessary insight about these questions by converting conversations from unstructured audio data and into data structured in an index that can be readily searched and analyzed. This activity takes place during three stages:

Stage 1. Processing from audio to data.
In this stage, audio (unstructured form of data) is converted into an index (structured form of data) that can then be easily search and analyzed. Think of it as a stenographer copying down the conversation in a courtroom.

Stage 2. Refining the data.
The indexed data is made usable by creating a list of user-predefined words to detect in the conversations. The predefined terms are also counted for frequency and their use in relation to other words during the conversation.

Stage 3. Analyzing the data to make it actionable.

After the information is processed a user can analyze the data and create actions based off the collected information. One way to analyze this data is through keyword spotting, or searching for specific words or phrases used in the calls.

The technologies used during each stage affect the functionality that can be provided in later stages. This is a key consideration when evaluating speech analytics solutions.

Data Analytics

Good data analytics should not be confused with data analysis; this confusion happens often in many contact centers where management uses spreadsheets to track and chart a wide array of key performance indicators (KPIs) that can vary widely from one center to another, such as:

Note that data analytics is the methodology whereas analysis is the actual study. Data analytics, for example, is meant to improve data analysis. To make it easier to understand, pretend that data is a pie. Data analysis is concerned with just one piece of the pie: Studying how many berries it has, its contribution to the whole, and so on. Data analytics is concerned with the entire pie, such as identifying meaningful patterns from the study of each piece.

Data analytics should go far beyond presenting KPIs because it provides data that can assist call centers in:

Customer Feedback Management

Customer feedback can be very difficult to capture and analyze because of on-going challenges in gaining the information needed to analyze because of issues concerning time, cost, and participation. Yet this information is critical to the success of a contact center. Solid customer feedback reporting helps organizations influence customer satisfaction by providing detailed reports including:

For more information on how KOVA can help your call center deploy an analytics program within your organization, contact our team of solutions expert for a complete needs assessment.

Choosing the right technology to support public safety initiatives is mission-critical, but can be timely and complex. According to a 2009 study, 68 percent of government information technology projects failed to deliver on time, on budget, and with required features and functions. Moreover, they are almost always extremely costly with consultant fees, the request for proposal (RFP) process and implementation costs. But there are a few tips that when followed will help make the process run smoother and increase the chances of a more favorable outcome.

Set clearly defined goals and outcomes

It’s imperative in choosing the right software to start out with clear, measurable goals and desired outcomes to determine what the software solution will ultimately need to be able to do for the organization or agency. This involves a thorough needs assessment that The Public Safety Technology Review (PSTech) says can be determined by having answers to these 16 questions at the outset of your selection process:

1. What is the problem we want to solve?
2. How much is the problem costing us now?
3. What are the operational needs?
4. What is the expected impact?
5. Why is that important?
6. What will the new software allow you to do that you cannot do now?
7. Who will benefit most and how will they benefit?
8. How will it benefit your agency?
9. How will it benefit the public you serve?
10. Where will it be used?
11. Who will use it?
12. When will it be used?
13. What are the measurements of success?
14. Who will pay for this?
15. What is the expected return on this investment in terms of time, efficiencies, or money?
16. What happens if we don’t buy any new software?

Develop a Thorough and Comprehensive RFP

Writing a good RFP is critical in selecting the right software. RFPs should be detailed and specific in outlining the requirements needed to determine how and if the vendor can help solve the issues. Think of your needs in terms of either “Functional” or “Technical” and describe or provide examples of exactly what the software needs to accomplish.  Write in concrete terms. Major issues can be avoided by starting off with a solid RFP that covers all bases.

Coordinate and Communicate Across Involved Departments

There will likely be many people and departments involved in the process. PSTech says team member roles should be defined and there should be a system in place to share information. Key players in the selection process should:

•    Provide strong leadership
•    Provide clear governance
•    Create a charter document
•    Radiate information regularly
•    Communicate the right amount of information to the right people
•    Listen to others
•    Meet regularly to discuss progress and issues
•    Document important information and decisions

By having defined roles, members will understand their specific place in the process which helps decrease the chance of error. It also ensure the entire process is organized and documented should the process need to be repeated.

Get Referrals

Lastly, finding out from colleagues if they’ve used the software before will help to provide a real sense of how the product works. The vendor should be able to provide a list of references from customers who have used the product and are willing to share their experiences. Some companies (such as us!) may offer public safety software case studies showing how specific groups utilized their software. Be sure to ask for a range of clients who have had different experiences, and use the RFP to ask them detailed questions about what their experience has been with aspects of the solution that address your specific needs. Try to talk to as many clients as you can. Also, look for online reviews from credible sources. Note the positives and negatives that you learn and discuss them with the provider.

This process can be daunting, but it is essential to ensure the safety of the communities public safety organizations support. Contact the experts at KOVA and we can partner with you to pinpoint and address your exact needs and design a solution that’s right for your organization.

No one likes to lose good employees. It can be costly and it can disrupt workflow and productivity within the organization. And even with efforts in place to keep your top performers on board, no organization can expect zero turnover. However, there are strategies to put in place that can help retain your top call center staff and keep them on as loyal, productive, long-term contributors.

Start by hiring the right people

In order to retain your best call center agents, you need to hire the best call center agents. Many personnel consulting firms have development retention tools that pinpoint where gaps exist in your employees’ skills (such a trouble using programs or updated technology and even in the way they follow procedures) and where extra manpower is needed. Utilize these tools to identify exactly whom you need to recruit in terms of qualifications. Secondly, personality tests, competency assessments, and background checks are all helpful in the vetting process because it provides as well a sense for the candidate’s ability to fit in with the company culture, her learning capacity, and professional motivations.  It’s also helpful to know what the candidate’s long-term professional goals are.  If her long-term goals match up with the organization’s career opportunities, it is more likely that she will see it as a place to which she can commit.

Compensation is key

How good employees are compensated plays a key role in how committed they may be to an organization. At the very least, you’ll want to build compensation packages so that they’re in line with market rates and make sure that standard insurance benefits are in place.  You can take it a step further by offering opportunities to earn more by offering bonus incentives for outstanding work. Be open to negotiating with good employees so that they know that good performance is tied to good pay. Remember that even small gestures go a long way! Cake for a birthday, catered lunch, or a simple “Thank you” will make your employees feel appreciated.

Invest in professional development

Employees know that they are valued when an organization takes steps to develop them professionally. By providing a diverse set of training opportunities you will keep employees engaged and connected to what’s going on in your company and  industry. After all, a reported 76 percent of employees would like to have opportunities for career growth.

Goal-setting and helping employees map out their career path builds trust, and trust often leads to loyalty. Communicate your organization’s commitment to equal opportunities for advancement and express openly to an employee that you value her work and contributions to the team and therefore want her to be a part of the continued growth of the company.

Foster a positive company culture of communication and respect

As a leader within the organization it is important that you encourage a positive culture within your call center. If you identify that your employees have a low morale, take immediate action to address issues that may be causing the problem. You should listen to your employees’ feedback and then act on it. Your best agents should know that you respect their insight, critical thinking, and understanding of their work. If they are made to feel like a respected member of your team they are likely to stay on board as committed and happy contributors to your call center for the long haul.

These strategies work hand-in-hand. Implementing them consistently and with intention will help to ensure that your best team members see your organization as a long-term opportunity to advance their professional goals.

It’s common knowledge that the country’s current 9-1-1 system, which was developed around telephone technology, is not structured to handle a rapidly changing tech culture. We are an increasingly wireless, mobile, image-sharing, data-rich society and it’s imperative that the 9-1-1 systems adapt so that it can support the many channels by which critical information can be transmitted. To address the issue, an organization called the National Emergency Number Association (NENA) is spearheading a growing movement, Next Generation 9-1-1 (NG911) that has the ear of government agencies and other influential groups.

The Goal of NG911

The goal of NG911 is to update the 9-1-1 infrastructures in the U.S. and Canada by improving emergency communications for a wireless, mobile society and, over time, replace current services. In forming this initiative, NENA focused on technical/engineering aspects of revamping 9-1-1 as well as the institutional/transitional aspects. Wisely, NENA has focused on delivering an NG9-1-1 system architecture that not only support current needs but also takes into consideration existing market-based solutions as well as future advances in technology.

What NG911 Does

The current NG911 Initiative has:

A highly-standardized system is critical to seamlessly support communications and data transfer across cities, states and countries, as well as, across the many emergency response centers and agencies like traditional PSAPs, Poison Control Centers, trauma centers and disaster management centers, to name a few.

Solidifying Standards

The complexity of this level of coordination is enormous and it must be noted that a full-featured, true standard-based NG911 system has not been completely defined, but is in development. And NENA believes that standards to support NG911 are starting to take shape and become much clearer. The organization says that demonstrations and trials are beginning to appear, which will help to identify and further define what those standards should be.

NG911-friendly Vendors

Another point of note is that according to NENA, vendors are already referring to their products as “aimed at,” “enabling,” or being ” NG911 –compliant,” adding that there are many vendors who have direct experience with parts of today’s E9‐1‐1 system and service and who are directly involved in NENA and other standards development, that can and are starting to produce NG911 oriented products.

Clearly, the NG911 movement is vastly important and essential to the safety of our tech-driven society. Their efforts are helping emergency management personnel, community leaders, and citizens become more aware of the urgency, issues, and challenges associated with the existing outdated 9-1-1 system and encouraging them to be on the front lines of planning for a future system that serves and protects 21st century citizens.

At Kova Corporation we aim to maintain our position at the cutting edge of advancements in public safety. If you need help updating your emergency contact center systems, contact us and we'll assess your needs and identify solutions.

Like all business, call centers function best when its agents are happy. Call center agents are typically the first line of defense when a customer is unhappy with your organization and they must come to work prepared to resolve issue after issue -- and be able to do it with purpose, intention , and enthusiasm. But after awhile being immersed in a sea of conflict can take its toll on anyone, so it's important that call center leadership go to great lengths to ensure that their team is happy and equipped to deliver the best customer service possible. Here are four opportunities to help make your call center a happier place.

Streamline work processes

When agents are impeded by clunky or inefficient systems and processes they are less likely to experience a sense of accomplishment at the end of their day. Feeling productive and accomplished is a key to motivated, happy employees. By implementing well-operating, integrated or unified workflow solutions  it becomes easy for agents to do their best work, instead of being bogged down by poor-functioning processes that negatively impact work output.

Conduct a focus group of randomly selected employees to identify issues with current systems. Is it too confusing to use? Is it a new system that employees are having trouble learning? Are certain features unavailable that would make their work easier and/or more accurate? Once this information is collected, benchmark new systems or solutions to see if they have the functionalities that your employees desire. You want your system to work with your employees, not against them.

Focus on team building

Fostering a sense of common goals and common reward is also effective in creating a happy workplace. Team building and group exercises can help create a fun, trusting environment that, in turn, motivates agents in their work. Team building exercises can be done on a daily or weekly basis, or at quarterly retreats over several days. Ultimately, the goal is to develop a sense of unity and deliver the message that each agents' contribution is valuable and needed to reach the common goal. To avoid your employees having a negative view regarding team building activities, avoid those that feel forced or make your employees awkward or uncomfortable. Instead, Entrepreneur reports, try the following activities:

These activities help encourage employees to bond with their coworkers and learn more about each other as individuals. Knowing an individual on a more personal level fosters a better work environment as you begin to learn more about their frame of reference.

Employee recognition and incentives

Showcasing an employees individual strengths and outstanding work is another effective way to boost morale. Personally thanking an employee for a specific job well done is a workforce-motivating tactic that resonates with the entire team. There are several ways to show employees that you recognize their hard work, including:

One organization put this idea into practice by sharing daily profitability statements with their agents that showed their performance in dollars. The report broke down each employee's contribution to the company's daily gross income minus their daily pay and benefits. Employees were able to see for themselves how they impact the success or failure of a business.  They were also able to leverage this information to negotiate salary increases.

Comfortable workspaces

A comfortable, well-designed office environment also goes a long way in making employees happy. The basics are a necessity: Comfortable seating that is safe for the body and ergonomic as well as natural lighting (as much as possible). If the space lacks natural lighting, use lights that are not harsh on the eyes and add filters to diffuse the lights if necessary. If no desk lamp is available, the recommended lighting range falls between 300 and 500 lux.

Other considerations include the smells (even pleasant smells can be overpowering!), temperature, space, lounges, and entertainment (such as a TV during break). Each of these will factor into an employee’s overall happiness.

KOVA Corporation offers a variety of workforce management solutions that can help boost morale in your contact center. From simplifying processes to integrating state-of-the-art training programs, we can help. Learn more by contacting Kova today.

 

Mark your calendars and save the date!

On Tuesday, August 6, 2013, at 1 pm ET, Verint will be teaming up with Loyalty360 to host a webinar covering Voice of the Customer, Customer Satisfaction, and Customer Service Recovery – the three vital components in building a holistic Voice of the Customer program.

Verint, Inc. is, of course, the manufacturer of the Enterprise Workforce Optimization Solutions that we offer here at KOVA. Loyalty360 is a global clearinghouse and think tank, focused on the voice of the customer, and committed to promoting loyalty as a marketing strategy.

In Tuesday’s webinar, you’ll learn how VWR International, a global laboratory supply and distribution center, integrates customer feedback from multiple touch points, including Customer Service, Technical Support, and Web, with periodic relationship surveys to form a holistic Voice of the Customer (VoC) program to improve the customer experience.

The speakers, Nancy PorteVice President of Customer Service at Verint, and Matt Wroblewski, Director of Market Research at VWR International, will share with you how to:

Nancy Porte has built Voice of the Customer and Customer Experience Management programs herself, and served as an advisor to others doing so, as well. In her experience, the most successful programs have 7 key elements in common:

  1. There is a strategic commitment to their implementation and ongoing use.
  2. Strong leadership from the top ensures consistency across departments.
  3. Every possible channel of customer communication is leveraged to provide a complete understanding of their voice.
  4. Feedback processes are coordinated on an organization-wide basis, to improve the quality and actionability of the customer voice.
  5. VoC Data is shared with everyone in the company, but it is tailored to be actionable for each viewer.
  6. VoC programs are aligned with Voice of the Employee programs, since it is recognized that employee satisfaction affects customer service.
  7. True changes are implemented based on customer feedback.

She will be sharing her expertise on this subject on Tuesday: tune in to hear more!

Verint is dedicated to providing clients with the latest in Voice of the Customer Analytics. In fact, using the recently expanded Verint Voice of the Customer Analytics portfolio, businesses can capture VoC feedback anytime and anywhere by easily deploying mobile surveys offline or online via the web, email, IVR and now SMS. As a result, organizations can benefit from in-the-moment feedback at the point of experience or transaction—such as a service call, retail purchase or visit to the bank.

Listen in to the webinar this Tuesday, August 6, 2013, at 1 pm ET, and learn how to use feedback from across your organization to build a leading VOC program.

Register here today!

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