Prominent stories being shared among locked-down agents, business leaders and our loyal readership last week were articles on CRM, AI and an array of acquisitions and partnerships in the contact centre stratosphere. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Verint Completes Cognyte Platform to Connect Work, Data and Experiences Across Enterprises
Verint Systems Inc announced the company finished its spin-off of Cognyte Software Ltd. The announcement marked the start of the firm’s journey as a pure-play customer engagement vendor, giving them an exclusive focus and extensive resources that includes more than 4,500 professionals worldwide.
Verint CEO Dan Bodner said: “Verint becoming a pure-play customer engagement company is happening at the exact right time – a time when digital transformation is driving significant change in how brands engage with their customers.”
Cognyte is trading on NASDAQ under the symbol CGNT. In connection with the separation, Verint shareholders will receive one share of Cognyte common stock for each share of Verint common stock.
Tweak Agent Performance With This All-important KPI
Call duration or average talk time is a vital KPI measured within contact centres. It basically refers to the total period from the moment when the agent picks up the call until the caller/customer hangs up.
In our article, we shared some important insights on how to tweak agent performance using this all important factor. This included academic research by members of McGill University and industry leaders, which explored any potential effect of gender and call duration on customer satisfaction in a contact centre setting.
The study found that it did not find any significant effect of call duration on satisfaction. In other words, longer calls don’t automatically mean a more satisfying experience and better CX, and this is an important insight given that their study analysed over 26,000 conversations.
Half of UK Managers Struggle to Measure Performance Within Remote Teams
Zendesk reported almost half of all managers in the UK don’t have the right tools to measure the success of their teams when WFH. And what’s more, a staggering 54% of agents interviewed in the study agreed with this notion.
As we learned in 2020, a flexible workforce is more than just a great way to boost engagement and allows for a strategy for business continuity so that business leaders can stay strong during any disaster.
The study also revealed the importance of having a long-term strategy in place while transitioning into the post-COVID era.
Businesses also need the right analytics to track successful processes, improve employee outcomes, and support customer experience.
CX Experts on Importance of Omni-channel, the Future of Voice Channels and Digital Unification
Many organisations have adopted the omni-channel approach in offering up an array of options for customers to reach out for enquiries. Examples are social media, webchat, email, video and messenger all to aid the good old-fashioned telephone.
We conducted a roundtable with Stuart Dorman, Chief Innovation Officer, Sabio, Scott Kolman, Five9 SVP of Corporate Marketing, Celine Maher, Vice President, UKI & EMG Markets Comms Sales, Zendesk, Andrew Robinson, Head of Hosted Sales Specialists at Gamma, Annie Weinberger, Head of Product Marketing for Business Applications, AWS and Jonathan Allan, Chief Marketing Officer, Puzzel.
We picked their brains on the future of unifying voice and digital interactions and what the impact of omni-channel will be in 2021 while the globe continues to battle the global coronavirus pandemic.
ASC Recording Insights Given Teams Seal of Approval
The German software firm announced that its compliance recording app was given the rubber stamp by Microsoft Teams. The Teams-integrated app is called ASC Recording Insights and stores recorded communication in Microsoft Azure.
The certification confirmed the app not only meets market requirements but also offers up high-quality and secure user experiences.
Daniel Canning, Director, Microsoft Teams Platform at Microsoft Corp, said: “Technical tools supporting quick and efficient communication and organization are important. We are pleased that ASC Recording Insights has been certified as a solution for Microsoft Teams, which gives our customers the additional flexibility to meet complex regulatory requirements in terms of recording and archiving in Teams.”
