Remove 2017 Remove Contact Center Remove contact center workforce Remove Employee engagement
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Facing the Future of Contact Center Employee Engagement

Verint

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. Don’t Panic!”

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Employee Engagement: Facing the Future Part 2

Verint

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

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Automated Quality Management Drives Objective Evaluations, Job Satisfaction

Verint

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. contact center industry. For these individuals, automated scoring can be introduced to the contact center at their own pace.

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Don’t Motivate Today’s Employees with Yesterday’s Strategies

Verint

Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. According to a Gallup poll from January 2017 1 , a whopping 65.6% of employees are disengaged. Report, 2017.

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Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.