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Industry Research : New Verint Global Study Reveals Drivers Shaping the Future Hybrid Workforce

#contactcenterworld, @Verint

Changing behaviors and digital natives are transforming the future workplace, attitudes towards automation, and what employees expect of their employers. That’s according to results announced from a new large-scale study of more than 34,000 consumers across 18 countries from Verint(R) Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™.

The report – "Engagement in the Always-on Era: How Humans and Technology Work Hand-in-Hand to Meet Rising Expectations" – points to an increase in customer demand for ‘always-on’ service. It’s not only the expectations from consumers that are changing; the workforce also is shifting its attitude towards automation and artificial intelligence, and welcomes technology to help them in the workplace. The report finds that there is a correlation between the provision of technology with happiness, fulfillment and reduced stress at work.

Attitudes are shifting in support of automation in the workplace

Opinions on automation in the workplace have been divided for years. While previous studies showed reticence toward automation, Verint’s study shows that in 2019, people are becoming more accepting of automation and AI at work. It finds that 71% of people are in favor of using technology to replace manual and laborious tasks, and 69% believe that technology will enhance, not replace their jobs. Almost two thirds (64%) believe automation technology will help to reduce their workload and stress.

The study found a correlation between the provision of technology and happiness in the workplace, as well as reduced stress. More than three quarters (78%) are happy in their current workplace, but only 29% report to have low levels of stress. However, 72% of respondents who have low levels of stress at work said they had access to all the tools and technology they need.

A hybrid workforce is key to meeting customer service expectations

Findings from the report also point to an increase in consumer expectations for ‘always-on’ service and the need for organizations to rethink how they will meet these. Consumers are becoming more demanding of how they engage with organizations – 60% of consumers expect to be able to engage on any channel and at any time. In response, organizations must turn to automation to cope with this increased demand. However, the research finds that the key to meeting customer expectations is to achieve the right balance between human engagement channels and automated ones, such as chatbots or web-self-service. Half of consumers across the globe said they would engage less with brands that fully replace human engagement channels with digital alternatives.

"Organizations need to deploy technology that makes it easier for consumers to engage with them, but also to ease the burden on their workforce," said Ryan Hollenbeck, senior vice president, global marketing and executive sponsor of the Verint Customer Experience Program. "The message from more than 34,000 people across the globe is clear – the fear around technology at work is subsiding. There is an increased understanding that automation can free up people to do more interesting and fulfilling work. Digital innovations such as AI, chatbots, and robots are vital for managing the increased levels of customer interactions and low-effort tasks, yet they cannot replace all human engagement. The research shows this is still very much a key element of customer engagement, and that consumers across all generations crave the human touch for certain interactions. Organizations must get this balance right to serve their customers and their employees optimally. They can only do this by engaging with their workforce in genuine dialogue about the use of technology and ensuring their employees feel valued for their contributions."

Leading expert on generational theory and employability, Dr. Paul Redmond comments: "The importance of a consultative approach is underlined when you consider that for the first time in industrial history there are five generations together in the workplace. There is a delicate balance at play to ensure the entire workforce is reaping the benefits of technology. For example, the research shows that the majority (52%) of those under 35 feel that automation technology helps them work more effectively, compared to 35% of those over 35. Engagement is the only way to get the best out of the entire workforce."

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent

About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Team Days

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Published: Tuesday, May 28, 2019

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2023 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
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TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

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