Larry Schwartz, C.E.O. at WorkFlex Solutions has an interesting take on giving power back to the employees by allowing them to access a flexible schedule. Schwartz takes the time to speak with ContactCenterWorld.com about 2016 and what he sees coming this year in the following interview.
ContactCenterWorld: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Larry Schwartz: The biggest challenge facing the contact center industry has been the ability to effectively recruit and retain productive and engaged contact center agents.
ContactCenterWorld: Why do you believe has this been a challenge?
Larry Schwartz: The industry is facing a perfect storm caused by the following:
(1) Millennials have now become the dominant contact center agent demographic. The majority of Millennials value scheduling flexibility more important than opportunities for pay and career advancement and 75% of Millennials consider scheduling flexibility as a primary driver of career choice.
(2) The rapid growth of GiG Economy (Think Uber, Lyft, Taskrabbit). GiG Economy jobs inherently provide the scheduling flexibility empowerment prospective employees are looking for. Three years ago GiG economy employment in the U.S. was about 250,000 while Contact Center Employment was over 3 Million. By 2017 employment in the GiG Economy is projected to surpass contact center employment.
ContactCenterWorld: In 2017, what do you think will be the top priorities in the contact center industry for each of the following: a) Contact Center Directors b) Company Executives c) IT Directors
Larry Schwartz: a) As Work-Life Balance increasingly becomes the top driver of agent satisfaction, the top priority for contact center directors will be to provide agents with schedule-change empowerment.
b) The top priority for company executives will remain on improving customer satisfaction, and improving agent satisfaction will increasingly be recognized as a key focus to achieving this.
c) The top priority for human resource directors will be how to more effectively recruit and retain contact center workers and they will increasingly recognize the importance of offering scheduling flexibility as a means of achieving this.
ContactCenterWorld: What technology do you believe will have the biggest impact on the industry over the next 12 months?
Larry Schwartz: Agent Empowerment Technology, particularly mobile-apps that enable agents to better manage their work-life balance.
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Published: Friday, January 13, 2017
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|3.)||Balto Software Inc|
Real-time call guidance and post call data analytics
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Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
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Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
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|13.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
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PH: +40 722 744 417
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
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CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
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The SPEED solution solves for service level issues while cost optimizing the environment with automation.
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VADS Smart Chat Assistance
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Analysis that empowers your business
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PH: +44 1279 555 580
|20.)||Teckinfo Solutions Pvt. Ltd.|
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