Why 2021 Is the Year to Close the Engagement Capacity Gap

We are experiencing a once-in-a-lifetime opportunity to reimagine the customer environment. The capacity gap is an opportunity to reimagine the way you deliver service and relate to customers, and to do it on their terms. 

Brands today are challenged by dozens of engagement channels, many diverse customer journeys, millions of consumers of interactions – all handled within the same team and resources. This creates an Engagement Capacity Gap.

The Engagement Capacity Gap is the difference between resources available to meet customer demand and the exploding volume of customer interactions and communication channels.

Today’s pace of change is so fast that most brands are ill-equipped to close the Engagement Capacity Gap. Existing tools and approaches simply don’t go far enough or only address part of the problem.

So what’s the answer to closing the engagement capacity gap?

Boundless Customer Engagement.

2021 is the year for Boundless Customer Engagement—what is fast becoming a compelling new way to connect work, experiences, and data to help brands compete and win in this new era. Watch: What is Boundless Customer Engagement?

How to Close the Engagement Capacity Gap

In the past, addressing the engagement capacity gap would mean throwing more people at the problem and hoping for the best. This solution is expensive and doesn’t scale, nor does it provide a supply of the special skills needed. 

What’s required moving forward is a new set of capabilities that allows technology leaders to break down barriers and eliminate the constraints of organizational and data silos; deliver differentiated experiences at scale and consistently across every interaction and channel; and improve the engagement of the new workforce of humans and bots. Check out this infographic to learn more about the Engagement Capacity Gap.

In reality, closing the capacity gap requires businesses to: 

• Unleash the power of automation 
• Manage the quality, performance and workloads of humans and bots 
• Understand and leverage engagement data. 

AI and machine learning are essential to getting insights and guidance quickly to agents. By blending human experience with automation, agents can work in more varied environments and can facilitate distinct, enhanced customer experiences.  

Engagement data is the key to rewiring an organization to compete in the uncertain future. You need to capture everything your organization knows about customers and their journeys, then make it comprehensible and relevant to everyone in the customer experience loop. 

Download the Ventana eBook, Closing the Customer Engagement Gap, to learn how to close the Engagement Capacity Gap and 3 steps to get started.

Connect Work, Data and Experiences

Connect Work

Today’s modern workforce is quickly evolving. More bots are being deployed, a younger and more digitally savvy workforce requires modern tools, and greater work flexibility has become critical—so that people can work from any location, across channels and departments.

This is the future of work, and it needs to deliver on the promise of an elevated customer experience and greater operational efficiencies.

Watch: How to Prepare for the Future of Work 2021.

Connect Data

Creating data silos is the biggest obstacle to a successful digital transformation. Building a data hub for interaction data is not a trivial task.

That's how Engagement Data Management solutions provide a way for organizations to normalize their interaction data into a single view at scale and provide completely open access to the data.

Watch: Engagement Data Management (EDM): Unlock Data for Insights

Connect Experiences

Organizations are striving to build more enduring relationships and therefore must adopt a more holistic approach across customer touchpoints to better understand customer and employee experiences—all while surfacing and driving appropriate actions.

They need Experience Management solutions to help connect the customer experience by capturing, enriching and correlating data across every area of the business.

In this Ventana Viewpoint, “Rethinking Customer Engagement Strategies at Increasing Scale,” you will discover how your organization can create differentiated customer experiences at scale, rethink processes to collect and analyze interaction data, and consider how to design experiences for customers and employees that are connected, measured and analyzed.

2021 Is the Year to Close the Gap

Automation and data are key to scaling up to the enormous requirements customers are bringing to the door of the business. 

To build strong brand identities that resonate over the long-term with customers, a business must execute a strategic shift that encourages continuous frictionless engagement across any channel, and that supports the “un-siloing” of the data and processes that support it.

In order to meet the needs of your customer today, you need to provide boundless customer experience that powers today’s workforce, balances automation & human touch, listens deeply to customer needs, connects what matters and drives real business outcomes. 

The Verint portfolio is focused on closing the Engagement Capacity Gap by connecting work, data and experiences across the enterprise. Blend human experience with automation, manage your engagement data, and truly understand your customer, employee, brand and product experience across all touchpoints.

Learn more about our Future of Work, Engagement Data Management, and Experience Management solutions to unleash Boundless possibilities in 2021 and beyond.