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Customer Journey Mapping – A Crucial Piece
You may have heard the term ‘Customer Journey Mapping’ and thought “Hmm, that sounds like an interesting concept!” and left things there. However it is more than just a concept, it is a crucial piece of the CX puzzle, needed to ensure your organisation is leading the customer-centered charge dominating the market today. This post describes...
Channel Transitions – Be Seamless!
Customer Contact Week Digital recently released a fantastic Market Study, which we recommend taking the time to read through, however one key insight and its implications stuck out to us as worth posting about here.
Omnichannel a Given
The word “omnichannel” was a buzz word not too long ago, something ground-breaking and exciting. In 2018 we’re now seeing this to be an expectation. Customers may not specifically say “I want an omnichannel experience” or even “I want to be able to deal with you across different media” but they do expect to deal...
Contact Centre KPIs for 2018
It’s good practice to constantly review goals, processes and procedures in your contact centre, thus ensuring you’re staying current with the changing needs of your customers, but if you only make time to review one thing each and every year it should be the KPIs set throughout the centre. These drive the actions of staff...
Getting Better Survey Results
The voice of the customer is an extremely important one to listen to for any organisation that is serious about CX. One of the tools we’ve discussed to do so is through a post-interaction survey. In this post we’ll give you three tips to improve your chances in getting high quality data through these surveys, along...
Working From Home – The Good and the Bad
For many, working in an office is a dream. For others, an annoyance. For those that have the ability to choose or at least work out an arrangement with their employer, there are some negatives and positives to weigh up when it comes to working from home, which we will discuss here.
The Voice of the Customer – It Needs to be Heard
We recently posted about CES, or Customer Effort Score and why you should be tracking it. This hopefully highlighted the importance of knowing what your customers think about your organisation. This post will go further into the methods that exist for capturing the voice of the customer.
New Year, New Partnership
After a stellar 2017, Veridian Solutions are happy to announce that 2018 sees us hitting the ground running and forging another new partnership.
What Interaction Analytics Can Do For You
Wouldn’t it be great if you had the time and energy to sit and listen to every single call that comes into or goes out of your centre, to read every customer email, look at every chat log and social media interaction and glean from them any information that can lead to better processes, agent...
Ending 2017 with a Bang – Welcoming a New Client
The year is ending but a partnership is being forged between Veridian Solutions and a new client.
Customer Effort Score – Are You Tracking It?
CSAT and NPS are commonly measured metrics used to tell an organisation how happy their customers are, but one you don’t see too much is CES, or Customer Effort Score. What is it and why should you use it?
How to Engage Millennials
As time goes on, Millennials make up a growing proportion of most organisation’s customer population. Why is it then that many organisations are continually failing to engage this segment of the market? Millennials have some key characteristics and understanding these is paramount to giving them the customer experience they’re after. Considering how much more likely this...
Optimising Agent Desktops is Critical
With so much work being undertaken by agents on varying systems, it should come as no surprise that optimising agent desktops presents a huge opportunity. Increased efficiency and engagement, a better customer experience – the benefits are there. So, what are the areas you should look at?
Artificial Intelligence – Key Considerations
We recently posted about Artificial Intelligence and Chat Bots, explaining some of the basics around these emerging Contact Centre solutions. When determining how your Contact Centre can benefit from these there are some key considerations about that are important to keep in mind, we’ll go through these here.
Why Call-Backs are Better than Voicemail
Having customers leave a voicemail vs maintaining their place in the queue then receiving automated call-backs can sound similar in terms of the experience they offer. However when we sit down and analyse the differences it’s clear that call-backs are a better solution – and this is not just for the customer. Let’s explore why.
AI and Chat Bots – The Way Forward
Most people in today’s day and age have heard the term “Artificial Intelligence” or “A.I”. What some people don’t realise as it’s all around us in our day-to-day lives. Netflix, Siri, Pandora…these are examples of commonly used products that use A.I. So what is A.I exactly? And how can we use it to move...
Introducing Our New Accounts and Service Delivery Manager
Following an exciting year of growth for Veridian Solutions including securing a number of strategic clients and expanding our team of professionals, we are pleased to announce Paul von Fischer has joined us in the capacity of Accounts and Service Delivery Manager.
Contact Centre as-a-Service (CCaaS) – What You Should Know
Looking for a flexible option for your contact centre’s infrastructure, that can be deployed quickly and costs you less? A Contact Centre as a Service (CCaaS) solution is for you! In this post we look at the key features and benefits of a CCaaS solution.
Veridian Solutions Win Genesys Partner of the Year Award
“And the award goes to…” Veridian Solutions have won the prestigious award for Genesys Partner of the Year 2016, ANZ region. It is great to receive this award in recognition of the hard work and dedication of our employees and of course the continued growth of the business in acquiring new customers on the...
Latitude appoints Veridian for Contact Centre as-a-Service (CCaaS)
Veridian has been awarded a four year contract to provide Cloud Contact Centre as-a-Service (CCaaS) to meet the requirements of Latitude Financial Services covering Australia and New Zealand.
Hyatt Hotels and Resorts Joins Veridian’s Growing Client Support List
Hyatt Hotels and Resorts have joined the growing list of clients that are putting their trust in Veridian to support their Contact Centre technology. Veridian are providing the support and maintenance of the Call Recording and Quality Management solution in use at Hyatt’s reservations Contact Centre. This solution has been set up with PCI-DSS...
China Cloud Contact Centre goes live
Veridian Solutions go live with their first Cloud Contact Centre client in China as we expand further into the region. With 3 Contact Centre already in Asia and a further 2 to go live in the next month it shows that our technology is meeting the changing needs of clients.
Veridian Cloud Contact Centre Expands to Asia
Veridian Solutions have now expanded their Cloud Contact Centre into Asia. We are very excited to be able to expand our offerings into Asia to meet the needs of our clients. Currently we are onboarding a number of clients who have their contact centres in various parts of Asia.
Veridian have launched Cloud WFM and WFO as a service. Cloud WFM provides demand-oriented, optimised schedules that consider all relevant scheduling constraints. Multi-skill pooling efficiencies.
Smart go Veridian Cloud
The Smart Group are the latest company to join the Veridian Cloud Contact Centre. As a leading Contact Centre provider The Smart Group wanted a solution that was both flexible and reliable to meet their customers needs.