Verint Announces New Total Quality Approach to Customer Experience Management

A funny thing happened on the way to building great customer experiences. It turns out that it’s difficult. While many companies say they emphasize a positive customer experience, far fewer actually deliver one. It’s an easy statement to put in a brochure or on a press release: “We value our customers.” Following through, however, means assembling the people, processes and technology that lead to transparent and coordinated customer transactions and the monitoring necessary to ensure they’re meeting a company’s standards.

Technology and processes aside, companies today are also grappling with new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions – all with limited budget and resources. This creates what customer experience company Verint (News - Alert) calls an “engagement capacity gap,” making the need for breakthrough quality management approaches essential.

Long Island, NY-based Verint recently introduced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagement, performance improvement, compliance adherence and an overall exceptional customer experience. The announcement was made during the Verint Engage 2022 customer conference.

With traditional quality management solutions, organizations monitor and evaluate only a small sampling of interactions ranging between one and three percent, which surprisingly excludes the customer perspective. As a result, companies can see and affect only a small part of the larger quality picture.

The Total Quality approach enables organizations to greatly increase the number of channels and interactions that are monitored, reduce the risk of non-compliance, infuse the process with the customer perspective of quality, and automate real-time coaching to guide calls to a positive outcome. Verint’s Customer Engagement Cloud Platform allows customers to start anywhere in the quality model and add any level of analytics, AI or automation capabilities they need, when they need it, quickly and easily.

“Verint’s innovative Total Quality approach ensures that organizations can automate evaluations and incorporate the customer perspective of quality across all channels, in order to provide the right feedback and coaching to their workforce, avoid and mitigate compliance issues and achieve further reduction of handle time all while increasing customer satisfaction,” says Verint’s David Singer, vice president, go-to-market strategy.

Edited by Erik Linask