Panel Rich Correia, Director Kelly Koelliker, Discussion

Panel

Discussion

July, 2020

Rich Correia, Director

of Product Marketing,

NICE

Kelly Koelliker,

Director, Content

Marketing, Verint

.

Best Practices

for Workforce

Optimization

© 2020 Verint Systems Inc. All Rights Reserved Worldwide.

WFO Best Practices

for the New Normal

Kelly Koelliker

RESTRICTED INTERNAL USE ONLY. No external distribution of these materials permitted. Confidential and

proprietary information of Verint Systems Inc. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.


Every Business and Industry has

Changed

3© 2020 Verint Systems Inc. All Rights Reserved Worldwide.

Drastic, immediate shifts to remote work resulting

in new demands and lack of face-to-face

interactions

Unpredictable changes in business operations has

shifted resources and priorities

Significant concern for employee health

and well-being and limited resources to support

© 2020 Verint Systems Inc. All Rights Reserved Worldwide.© 2020 Verint Systems Inc. All Rights Reserved Worldwide.

CONFIDENTIAL AND PROPRIETARY INFORMATION OF VERINT SYSTEMS INC.

Businesses are Transitioning Back To The Office

Phased1

Will implement a

phased return to work

approach

39%

Return1

Plan to return by July

15

50%

Top Concern2

Employee Health and

Safety

48%

Slowly…

Site Source:1 SHRM.org

2 Fortune Magazine: How the post-pandemic workplace will operate


Key Concerns

RESTRICTED INTERNAL USE ONLY. No external distribution of these materials permitted. Confidential and proprietary

information of Verint Systems Inc. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.

Regulations/Guidelines Social

Distancing

• Do we need a new seating chart?

• Do we need to stagger start times

because of the elevators?

Workplace Health

• Do we need to screen employees’

temperature?

• Should we give employees supplies

to clean their workstations?

• Can we group employees so if

someone does have COVID we can

pull them quickly?

Employee Return

• Do we need a fair way to rotate

employees between in office and at

home?

• How do we handle employees who

must now work from home for

health reasons?

• How do we notify employees if

there are changes to schedules, we

need to close, illness, etc.?


• Staggered start times

• A mix of work-from-home and in-office

agents

• ‘Zoned’ schedule according to

jurisdictional regulations on safe

distancing

• Necessary office and desk hygiene time

• Equal opportunities for employees to

rotate in and out of the office

• Ensures employees not yet ready to return

to the office are not scheduled to do so.

• Mobile notifications of schedule changes

WFO Best Practices

© 2020 Verint Systems Inc. All Rights Reserved Worldwide. 7

Key Considerations During Work From Home Everything is changing; there is a greater need to know what’s going on.

Systems and processes need to be aligned to the new reality.

How do we forecast call volumes, call types and AHT?

Are we providing accurate and compliant answers?

Are we using the right KPI’s and targets?

Is our knowledge management updated with the latest answers?

How do we deliver effective remote training and coaching?


▪ Many of your employees have

never worked from home before.

▪ Ordinarily, you could just walk the

floor to see how your employees

were doing.

What do you do when you

can’t just walk the floor?

8© 2020 Verint Systems Inc. All Rights Reserved Worldwide. © 2020 Verint Systems Inc. All Rights Reserved Worldwide.


Use Desktop Analytics as Virtual Eyes and Ears

9


Can you verify your agents are actually taking calls?

Employee Identity Verification allows supervisors to validate

it is their agent on the line for a full call, every call.

line for a full call, every call.Enrollment of employees is simple, using historical calls for voiceprint.

Monitors all calls or a sample of calls using voice biometrics to identify if the

employee matches their enrolled voiceprint.

A post-call report highlights any irregularities in the employee verification and

can point to particular calls that warrant further analysis.


▪ Reoccurring questions

▪ Single issues

▪ Clear and simple answer

or resolution

▪ Less-emotional

80%

Shift to Self Service

Balancing Self and Assisted Service

▪ Life changing event

▪ Vulnerable population

▪ Complex and unique

issue

▪ Requires human empathy

20%

Needs Human


Self-Service Best PracticesIncrease automation, efficiency, and reach while elevating the customer experiences

Globalize

Extend experiences globally

to support all languages.

AI-powered BI

Enhance Business

Intelligence through AI-

powered actionable

intelligence

Channel Expansion

Expand capabilities beyond

traditional to support all

digital interactions, such as

Facebook Messenger,

WhatsApp, and more.

Voice Enablement

Enable voice and digital

interactions managed

through a single platform

and tool suite

Conversational AI

Engage in 2-way,

automated conversation that

delivers meaningful

outcomes and experiences


VERINT : The Customer Engagement Company

MODERNIZE AUTOMATESIMPLIFY

We Help Organizations

Their Customer Engagement Across the Enterprise

Elevated Customer

Experience

Improved Operational

Efficiency

AND


facebook.com/verint linkedin.com/company/verint twitter.com/verint youtube.com/VerintTV blog.verint.com


Engage With UsThank You

BEST PRACTICES FOR WFO

July 7, 2020

Six Ways to Improve Coaching and Performance

1

6

Single Source of Truth Spend Time Wisely Record It!

Share Best Practices Recognition & Gamification The Value of Coaching

All Important data should be in a

single location

Agents (and Coaches) need to know

what GREAT looks like

More frequent touchpoints are

needed to ensure agents continue to

feel connected

Keep agents motivated by sharing

successes and creating contests

Documentation is essential to help

you understand what worked and -

did not – and for whom

Take the steps to try to understand

what you are getting in return for

your investment

1

7

Single Source of Truth

• Desk drop-ins are not an option

• Consistency is key

• Ensure Supervisors and coaches

have even less time to compile

and data

• All Data, Goals and Progress-to-

Goal should be in one source

• Areas of focus for the

organization highly visible by all

parties responsible for the results


1

8




single location





feel connected








your investment

1

9

Spend Time Wisely

• Interaction Volume is up; Time to Resolve has increased

• Most organizations are in ALL HANDS ON DECK

• Get Creative!

• Coaching is needed even more –do NOT cancel

• Preparation is Key – for Coach and Agent

• 30 minute sessions = 2x15 or 3x10

• Remember to keep Agents connected to the organization by being present in the moment

Six Easy Ways to Improve Coaching and Performance

2

0




single location





feel connected








your investment

2

1

Record It!

• “Drive-by” and recognition is not

possible

• This could make one thing easier –

taking record of your coaching

• To determine what works, we must

know what was done

• A single repository is instrumental to

understanding impact

• Which Agents thrived or struggled?

Which Coaches excelled or need

assistance

• Creative tip: Consider actually

recording your Coaching sessions for

Improving Coach performance


2

2




single location





feel connected








your investment

2

3

Sharing Best Practices

• Since we are relying on technology to be effective don’t forget about your reference material

• Drives consistency in expectations

• Creative tip: Consider how easy it is to record role-play sessions; Now is the time to enhance or update your BPL!

• When completing your Coaching ROI analysis, connect back to the materials being assigned

• Give your coaches the opportunity to get together and discuss what is working and where they are struggling (BPL for Coaches)


2

4




single location





feel connected








your investment

2

5

Recognition & Gamification

• No longer have White Boards,

Reader Boards, Balloons, Cupcakes

• Recognition is even more important

• Create contests and trivia to drive

motivation and increase

engagement

• Be sure the reward is meaningful!

• Connect back to overall

performance to understand impact

on key business objectives

• Creative Tip: Be sure to use Team

Huddles to share success stories

publicly


2

6




single location





feel connected








your investment

2

7

Measuring the Value of Coaching

• Spend time analyzing the data

• Understand how much time is being spent and on which topics

• Include which items from your best practice library are being leveraged most

• Correlate between frequency, content, best practices, contests and improvement in the metric

• Focus analysis on your 2nd vs 3rd Quartile Performers

• Translate the improvement to dollars saved or dollars earned to understand the value of the program


2

8




single location





feel connected








your investment

[email protected]

mailto:[email protected]

Panel

Discussion

July, 2020

Rich Correia, Director

of Product Marketing,

NICE

Kelly Koelliker,

Director, Content

Marketing, Verint

Q&A

.

Best Practices

for Workforce

Optimization

Documents

Panel Rich Correia, Director Kelly Koelliker, Discussion