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Industry Research : New Verint Research Shows Automation to Work Around Staffing Shortages is Key to Retailers Winning Over Shoppers

#contactcenterworld, @Verint

As U.S. retailers prepare for the busy holiday shopping season, more than 60 percent say they are challenged to find qualified candidates to staff their stores, while 45 percent are struggling to fill contact center and back-office positions. These sobering statistics are from new research from Verint(R) (NASDAQ: VRNT), The Customer Engagement Company™.

Faced with labor shortages and challenged to meet consumer demands for superior shopping experiences across numerous engagement channels, Verint says this year’s holiday shopping season may be a reckoning for retailers in realizing the new reality of the automation imperative.

"Staffing shortages in stores, in the back-office, and contact center roles will challenge retailers in their efforts to provide exceptional customer experiences to satisfy shoppers during the busy holiday shopping season this year," says Verint’s Jenni Palocsik, vice president, marketing insights, experience and enablement. "Leveraging automation is absolutely critical to fill workforce gaps and create a connected customer engagement strategy of humans and bots."

While 94 percent of retailers surveyed plan to hire new workers for the holiday season, nearly 30 percent report not having enough Human Resources (HR) staff to handle the number of vacancies that need to be filled. Automation that helps retailers expand their organizational capacity to interview and qualify candidates can provide relief in this area.

The survey found that automation is either in place or planned for retail activities such as tracking orders (81%), inventory management (81%), sending customized offers or recommendations (79%), and processing returns (69%). Just 56 percent of respondents currently have automation in place for customer support, and 21 percent plan to implement it while 23 percent don't use or plan to use that type of automation.

Retailers can leverage powerful private messaging channels as the means to ubiquitously connect with shoppers at any place and any time, yet 61 percent of retailers surveyed are missing out. Of the 39 percent of retailers engaging with customers via private messaging, 81 percent have automation on that channel, which can automate customer engagement at scale via bots.

Retailers also need to scale customer interactions, which requires bots to be on the frontline of the workforce. However, only 34 percent of retailers said that chatbots play a key part in their engagement strategy, which means 66 percent either don’t use any kind of bot, or they only play a minor role in customer engagement. Two-thirds of retailers with more than 1,000 employees are missing the opportunity to use an incredibly powerful tool that is vital for modern digital customer engagement.

Verint recommends that retailers consider the following:

Automate contact center operations. By automating responses to common queries or deflecting conversations to FAQs or community forums, the pressure on human agents is reduced, leaving them free to handle more complex issues, as well as lowering the cost to serve and creating a more seamless customer experience.

Employ intelligent hiring solutions for streamlined staff acquisition and assessment. A virtual interviewing and hiring process creates an extra layer of evaluation by pre-assessing candidates and reducing the workload on HR and hiring managers. Intelligent hiring solutions that streamline the hiring process are becoming fundamental to talent acquisition strategies.

Lean into private messaging and automation to scale this highly personalized channel. Bots can automate the use of private messaging channels at scale for customer communications in areas such as customized offers and recommendations and returns.

Meet capacity through conversation containment. Service bots and virtual assistants help brands manage high-volume, low-effort queries. Used as a frontline triage, bots should resolve repetitive, simple issues while highly skilled agents are dedicated to high-value interactions—creating big savings in customer service costs.

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


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 - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, November 21, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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