Future-Proofing Your Contact Center
Learn how leading brands are creating competitive advantage, simplifying engagement, empowering their workforce and customers and harnessing the power of a
Future-Proofing Your Contact Center
Tips to stay ready for what's next with empowered employees and intelligent automation
Contact Centers Are Changing
It isn't just your imagination – the job is
Have Your Contact Center Agents Been Struggling?
Self-service is now the most popular communication channel for customer service. While this is fantastic news for customers, one side effect is that the service issues that do reach the contact center are the most complex ones. Even though these customer requests are highly complex, customer expectations are still at an all–time high. They expect immediate, accurate, personalized service, regardless of how difficult their issue is.
Many agents struggle to answer these complex questions. Contact centers often rely on legacy technology, forcing agents to navigate archaic systems and toggle between multiple windows. Today’s entry-level employees rely on modern technology in their everyday lives and expect similar conveniences in the workplace. In fact, ICMI found that 74 percent of customer service leaders acknowledge that they do not fully empower their agents to provide the best customer experience.
As a result, it is harder than ever for employers to attract, retain and motivate high-quality employees. Turnover is high while employee engagement is low. Employers are in a constant struggle of hiring and training employees, only to lose them to more flexible career options in the gig economy.
To add to this frustration, many contact center managers don’t have the budgets they want to properly service their customers. Even though customer service issues are more complex and it is more difficult to staff the contact center, management must still control costs tightly.
Now Is the Time for Change
Stop the cycle before you start losing customers
Your Customers Won't Wait For You
Customer loyalty is at an all-time low, as many customers will leave a company after a single poor experience. Organizations need to quickly adapt to the business challenges of today and tomorrow, or risk losing customers forever.
Video: Do you know your customers?
Maintaining a proficient and engaged workforce is critical to the success of your organization. When an issue is too complex for customers to resolve in self-service, they rely on your employees to provide the help they need. In the end, your employees can make the difference between customer loyalty and customer churn.
Organizations have nowhere to hide. They have to adapt to the needs of the modern workforce, or they will find themselves struggling to attract and keep great employees and therefore customers.
2017 State of the American Workforce, Gallup
So much has changed for both customers and employees. While technology has improved our quality of life tremendously, it has also added significant complication. To help future-proof your contact center, you'll need to consider several topics, including:
- Recognizing the role of humans as automation becomes pervasive
- Providing a flexible work/life balance to employees
- Meeting customer expectations for anytime/anywhere information
- Empowering employees with the skills and knowledge to answer increasingly complex questions
- Providing differentiated service to improve customer loyalty
Organizations would be wise to address these challenges today, as they can quickly become major impediments to providing the service your customers demand.
What Do Your Agents Really Want?
Four tips to get the most out of your workforce
Four Ways to Help Your Agents Be Engaged and Effective
Today's contact center workforce is largely millennial. This new breed of employee has different skills, desires, and needs. By providing your employees with empowerment, motivation, flexibility, and transparency, the skills of your workforce will shine through and become one of the assets your organization needs to succeed.
Video: Analyst Spotlight
Hear from Saddletree Research's Paul Stockford as he discusses the changing expectations and requirements of today's contact center employees.
Employees need the right tools to do their jobs. When each phone call represents an agitated customer with a complex problem, employees need quick access to a vast amount of information.
The life of a contact center agent can be monotonous. Your employees need goals and recognition to feel that their work has purpose and that they play a pivotal role in your organization.
In today's gig economy, contact center employers must now compete against organizations that offer employees greater scheduling flexibility. To attract top talent, employers must think beyond standard shifts.
Your employees, especially those from the millennial generation, seek clear and open communication with superiors. They want a clear understanding of what is expected of them and how they are performing against those expectations.
So how can you meet their expectations? Next, we'll cover the top three tactics to transform your contact center now and into the future: simplify, modernize, and automate.
When everything is hard, you've got to
make it easy
Resolve Complex Service Issues in Simple Ways
It seems that nothing is simple for a contact center agent today. The number of communication channels has skyrocketed. Issues are more complex. Compliance requirements have risen tremendously. Agents have more data from more systems to sift through than ever before.
Because high levels of churn mean a constant stream of new employees, organizations have to simplify the process of getting agents up to speed and ready to handle complex interactions.
Video: Simplification in Action
Did you know that Verint® solutions can listen to contact center conversations and display answers to questions automatically?
Organizations can simplify by providing employees with a single interface that contains all the information needed. Further, intelligent systems can proactively bring the right information to the agent’s fingertips right when it’s needed.
Your customers just want the right answer, fast. When your agents are guided to the right information at each step along the way, you can help new agents get up to speed quickly.
Don't Let Your Contact Center Turn Into A Museum
Picture the daily life of typical contact center agents. An alarm on their smart watches wakes them up, they check the weather on their phones and add a reminder for the day on Alexa. Then, they decide to check their work schedules, which means:
- Turn on laptop.
- Connect to VPN.
- Log in to workforce management application.
- Check schedule.
What if employees could just say, "Alexa, what's my work schedule for today?"
Employees not only need easy and modern ways to check their schedules, but they also need the flexibility to change their schedule as needed. Today's employees demand the flexibility to balance their work and personal lives, which requires a change in how contact center managers view schedules.
Often, things go from bad to worse once the agents arrive at work. Rather than the modernized interfaces they find when shopping online, chatting with friends, or booking travel, many agents actually have to log into mainframe applications that may actually be older than they are. Working in these applications is slow, laborious, and error-prone.
Modernized applications not only make work more efficient and accurate, they also can vastly improve the job satisfaction of your workforce. To attract and retain top talent in the market today, you must provide a working environment that mirrors the conveniences found in daily life.
Modernization in Action
Verint Mobile Work View™ allows employees to manage their schedules and other work-related tasks from anywhere, using modern systems to help preserve work-life balance.
Better, Faster, Cheaper
Using Robots Makes Your Humans Even Better
Some employees express concern that automation will replace them in the workforce. In fact, in the contact center, automation is able to offload the mindless tasks that take up too much of your employees' time, allowing them to focus on what they do best.
By 2021, artificial intelligence (AI) and workflow will displace at least 21% of all agent talk time.
AI Will Enable Omnichannel to Evolve Into a
Postchannel Customer Experience, Gartner, December 2017
Automation excels at repetitive tasks, such as data entry and manipulation, but we will always rely on humans to convey empathy, calm down a worried customer, or explain some complicated information. Automation will continue to improve, but humans aren't going anywhere.
Video: Automation in Action
Verint Robotic Process Automation™ is a critical solution to offload the repetitive and tedious work that gets in the way of your employees' productivity.
Automating repetitive tasks is one way to help employees, but it doesn't stop there. Automation can even be used to improve the overall quality of contact center interactions and make the process of judging agent performance much more fair and consistent.
What if there was a way to analyze the 99 percent of contact center calls that you don’t have time to listen to?
Video: Automation in Action
Using automation, Verint Automated Quality Management™ provides automated scoring of up to 100 percent of calls.
Taking advantage of automation is one of the most important ways to help future-proof your contact center. As organizations are being forced to do more with less, automation can enable you to:
- Provide answers to customers without the need for an agent.
- Dramatically improve the efficiency and consistency of agent-assisted interactions.
- Improve overall quality by analyzing each and every interaction in the contact center.
A Model for Success
How a Financial Services Company Raised the Bar
Cost Savings AND Happy Customers? Yes, Please!
A large financial services company in Canada had a lofty goal: create differentiation for its brand by increasing team efficiency while simultaneously improving customer satisfaction.
By engaging employees and creating a consistent approach to manage the customer experience, the company was able to achieve remarkable results across both efficiency and customer satisfaction metrics.
Doing more with less
With tools to improve efficiency and more accurately staff the contact center, this company was able to do more with less. In fact, it saw an 80 percent improvement to service levels while simultaneously reducing staff levels by 10 percent.
Measurable Improvements to Quality
Improving the quality of your service can often be a nebulous characteristic to measure. With Verint Quality Management™, calls can be scored on a variety of quality elements, from accuracy to empathy, efficiency, and more.
With Verint's help, this organization was able to:
- Maintain consistent communications and service across all centers.
- Address customer calls during the first interaction.
- Achieve a return on their investment within eight months.
The company achieved these spectacular results with Verint Workforce Engagement solutions, including Workforce Management, Quality Management, Performance Management and Scorecards.
Verint Contact Center Workforce Engagement Solutions
Verint Contact Center Workforce Engagement Solutions
Verint is uniquely positioned with an integrated portfolio of best-of-breed contact center workforce engagement solutions. We are at the forefront of providing organizations with the tools they need to simplify, modernize, and automate workforce engagement in their contact centers and across the enterprise. Our contact center workforce engagement offerings can enable organizations to meet the needs and expectations of employees and help them deliver an excellent experience to customers both now and in the future. We’ve been leading and innovating in the workforce engagement market for over 20 years. We're ready for the future of workforce engagement. Are you?