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Industry Research : Allstate, Bank of America, Cox, Kaiser Permanente and T-Mobile Top Consumer Satisfaction Rankings

#contactcenterworld, @Verint

Which brands get top marks from consumers when it comes to contact center experience? Allstate, Bank of America, Cox, Kaiser Permanente, and T-Mobile took the top spots in their industries based on a survey of 6,338 consumers. The resulting research also finds that companies can save more than one million dollars per one million calls by increasing the success of their digital, self-serve options by 25 percent.

The results were announced by Verint(R) Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, based on the latest Verint Experience Index™, which benchmarks customer satisfaction with the contact center experiences of 25 leading brands in the banking, health insurance, property/casualty insurance, cable and telecom sectors. The brands’ Net Promoter Scores(R) were also factored in compiling the rankings.

For more than a decade, the Verint Experience Index (VXI) has chronicled digital and omnichannel experiences across key industries, from retail to utilities to government (previous editions were published as the ForeSee Experience Index). The latest VXI, based specifically on the telephone contact experience, measures four key drivers that impact a caller’s overall satisfaction with their contact center experience: accessibility in reaching an agent, request resolution, sales-service representative, and voice clarity and quality. Allstate was the only brand to rank first in all four drivers while Bank of America, Spectrum and Humana each ranked first for three out of four drivers.


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The Index also uncovers key findings underscoring the impact of consumer contact-center satisfaction on the overall omnichannel customer journey, including the correlation between issue resolution and switch consideration/churn rates, increase in self-service and hundreds of thousands of dollars in savings, and the connection between great experiences and the likelihood to recommend the brand.

Self-service success = one million dollars in savings

Reinforcing the omnichannel nature of the customer journey today, nearly half of consumers engaged in a digital experience prior to calling the contact center. This ranged from 51 percent of consumers for health insurers to 46 percent for property/casualty insurers. The study also found that a 25 percent increase in self-service success rates could result in savings of over one million dollars per contact center, with health insurers standing to gain the most. The potential savings for each one million calls diverted from the contact center was calculated to range from $1,147,500 for health insurers to $1,080,000 for banking and telecom providers, $1,057,500 for cable providers and $1,035,000 for property/casualty insurers.

Risk of customer defection trends high when issues are not resolved

High call resolution is a central focus for brands aspiring to deliver quality customer service. Non-resolution rates, which range from 14-20 percent per sector, can result in an increased risk of customer defection. The research revealed that of those consumers who reported their issues were not resolved, nearly half would consider switching to a competitor. The study looked at the correlation between issue resolution rate and proclivity to churn in order to evaluate the proportion of respondents who would consider switching providers. The stakes were found to be highest in the cable industry, where 66 percent would consider a switch resulting in a churn rate of 13.2 percent.

Consumers reward great customer experience

Regardless of industry, consumers value and reward brands that deliver great customer experiences, and satisfaction impacts future behavior. Banking customers with a great experience (a CSAT score of 80 or higher) had a 134 percent higher likelihood to recommend the brand than those with a poor experience (CSAT of 60 or lower). A great experience in the cable sector netted the highest likelihood-to-recommend score of all industries evaluated in the index – 163 percent – underscoring the vital importance of customer experience in this industry.

"Leading consumer brands know exceptional customer experiences are paramount; they also recognize the value of the contact center as the cornerstone of a strategic omnichannel customer-experience management approach," says Verint’s Ben Smith, vice president and general manager, Experience Management solutions. "We are pleased to share the Verint Experience Index as a benchmark as more companies recognize the value of experience data as a key driver for accelerating business outcomes."

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Be Prepared!

Read today's tip or listen to it on podcast.

Published: Monday, December 16, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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