The Hybrid Contact Center Workforce of 2030

DMG Consulting

The Hybrid Contact Center Workforce of 2030. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. WHAT YOUR WORKFORCE WILL LOOK LIKE.

The Contact Center Workforce Manager Skills Series

The Call Center School

Always treat your employees exactly as you want them to treat your best customers.". It also applies to workforce managers. Workforce managers determine how many staff are assigned to a shift and which employee takes which specific shift. Customers will notice this immediately.

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Guest Blog: The Future of CX Lies with Humans Not Robots


This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Workforce Engagement Management is absolutely crucial to the success of CX.

Verint Helps Humana Offer Robust Customer Service


One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

For 2017, Resolve to Maximize Your Contact Center Technology Investments


One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. How can organizations start to think more strategically in the New Year about maximizing their technology investments?

Contact Center Execs: 5 Pains Keeping You Up at Night


No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.

Liverpool Victoria Invests in Customer Experience with Verint


A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. LV= is now better equipped to meet customer demands—and agents’ lifestyle preferences—while more effectively managing costs.

Solution Enhancements Helping Customers Deliver on Critical Customer Service Objectives


The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements are well underway. You talk, we listen.

Navy Federal Credit Union Offers Exceptional Customer Service to Customers Who Served


Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world's largest credit union with more than 7.5 The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs.

Verint Helps MSC Industrial Build on Customer Moments of Truth


One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform.

7 Things Great Call Center Managers do Every Day


UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Our 7 tips for great call center management are: Talk to Your Support Agents. Make Your Contact Center a Great Place to Work.

Back Office Integration Coming to the Forefront in Customer Engagement


We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. As the worlds of back office and front office operations come together, contact center agents will benefit by the improved customer service they are able to offer customers.

Facing the Future of Contact Center Employee Engagement


At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). 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.

The Spotlight Is On the Back Office—Finally!


Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.


Developing Customers for Life—An Enterprise Workforce Management Example


As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market.

Closing the Gap Between the Front and Back Office


The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. 2 cause of customer dissatisfaction is delays and errors in the back-office 1.

Big Data - Getting Smarter with Customer Engagement


Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

When Elite Plumbers Wished They Had Workforce Management


Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Field personnel were backed with an equally professional call center. They picked an affluent southern community and quickly attracted hundreds of customers, many of whom lived in elegant but aging homes. Whenever a deep freeze occurred and the water stopped flowing, customers panicked.

Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018


and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Presenters from Allianz Worldwide Partners, Holland America Line, Navy Federal Credit Union, NRG Energy, PlumChoice, Premier Bankcard, and other organizations will highlight how they put Verint solutions to work to better serve their customers. Shawn Achor, founder, GoodThink, Inc.

Rev Up the Pulse of Contact Center Operations


Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive.

Driving Holistic Customer Engagement Excellence


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.

Three Simple Ways to Show Your Customers Some Love


This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

Verint Speakers: The Value of Customer Experience and Using Web and Social Media Intelligence to Enhance Security


Chief Customer Office Melbourne. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. April 4-5; Melbourne, Australia.

Top Workforce Engagement Trends for 2018


Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Head to the Big D May 14-17 for the Verint Engage Customer Conference


It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Hear from Holland American Line, PlumChoice, NRG Energy, Allianz Worldwide Partners, Premier Bankcard and Navy Federal Credit Union on how they put Verint solutions to work to better serve their customers. Share your perspectives on doing business with us in the Customer Experience Zone. Inspiration. Professional growth. Networking.

Modernizing the Enterprise with Back Office Automation


In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry. That post continues a theme that we see in the media every day: organizations are looking at using automation and AI for business and workforce optimization—however, applying these technologies and processes needs to be well thought-out.

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


Today’s workforce looks very different than the one from just five years ago. 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. As such, organizations are walking a fine line as they try to balance costs, customer expectations and employee satisfaction. We all know today’s workforce is changing quickly and dramatically.

June Verint Speakers Focus on the Customer


Verint’s Donna Denehy, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” She will explore how recording, analytics and customer feedback are all involved in the ongoing transformation of quality.

Employee Engagement and Better Customer Engagement in 2016


While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. Everyone is looking for a competitive advantage in 2016.

Connecting the Dots for a Better View of Digital Transformation


This is particularly true of those B2C businesses which are continuously faced with the challenge of engaging with their customers at the right time, across multiple channels—all wrapped in the data-driven context of that customer’s relationship with the business. The importance of connecting the dots behind the scenes means looking at all aspects of the enterprise which are focused on delivering products and services to consumers.

Back Office Workforce Management: The Second Wave


It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. had the front office contact center and the back office contact center reporting to the same internal organization.

Employee Engagement: Facing the Future Part 2


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. contact center population with a 95 percent confidence level and a margin of error of 3.6

Add Mindfulness to Your Contact Center WFO and IVR Strategies


You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Webinars: How More Automation = Better Quality, More Engaged Employees


Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automation capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits to your quality team, as well as your frontline employees, your customers and your company.

Transforming the Invisible Back Office into a Competitive Differentiator


For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and manage the right number of agents with the appropriate skills, but can also provide visibility into agent performance and productivity, along with cost savings.

Are You Using All That Workforce Optimization Has to Offer?


A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations? This may be true for your organization when it comes to workforce optimization. The latest advances available today may be just what you need to help you achieve your customer experience goals. Enhancing what you have to deliver better experiences.