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.