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Contact Centers in a New Age of Workforce Dynamics Business
Welcome! We are ready to support your communication and collaboration needs. Chat now for assistance. The millennial generation, the most populous in US history, is rapidly overtaking the labor force. In 2020, millennials made up over 40% of employees, as baby boomers—the second-largest generation to date—continued retiring at an increasing rate. In less than a decade—by 2030— Gen X will start retiring, and millennials, along with the subsequent Generation Z (Gen Z), will become an overwhelming 74% of the workforce. Most contact centers have likely noticed the shift in demographics, but they may underestimate the technological and cultural demands that go beyond simply having "younger people" in the office. Coupled with the sudden acceleration of virtual employee and customer interactions brought on by the recent COVID-19 pandemic, employers should be aware of the trends unique to new workers and the best ways to engage, train, and retain these critical team members. While the idea of working for the same employer for one's entire career began to dwindle decades ago, millennials and Gen Z are perceived to be more likely than their predecessors to switch companies more frequently. Data to support this assertion is not entirely conclusive. For example, while Gen Z workers may be more than three times more likely to switch jobs than boomers, other surveys indicate millennials would rather work for the same employer for five years than leave after two. Regardless of seemingly conflicting trends on a macro level, however, with typical churn rates hovering around 30% to 40%, contact centers need to consider the following unique characteristics of these groups when creating employee engagement strategies. Millennials and Gen Z are often defined as technology-driven generations, born after the creation of the internet and with access to smartphones since they were teenagers or younger. They are accustomed to setting filters, customizing dashboards, and enabling features that increase their value and engagement with technology. Businesses that try to force antiquated, static user interfaces that do not evolve with the company, employee, or customer needs may find workers frustrated, non-compliant, and ready to move to the competitor. Workplaces will need to ensure that both company culture and technology are accessible to, and inclusive of, increasing diversity. The millennial generation has a roughly 44% minority rate, as opposed to 25% of boomers, and Gen Z is on trend to be the last US generation with a Caucasian majority. Millennials and Gen Z also put a higher priority than previous generations on working for employers that demonstrate environmental responsibility and promote positive social causes. Millennials have higher rates of education than any preceding generation, providing them with more bargaining power as employees. Forty-one percent of millennials have a bachelor's degree or higher, as opposed to an average of 34% for older generations. A recent benefit of having millennial/Gen Z workers is that their tech-savvy abilities may have made their transition to work from home (WFH) more seamless than those with lower technical aptitude. This advantage will persist well into the future: A recent Frost & Sullivan survey shows 79% of organizations have at least one-half of their staff working from home on a part- to full-time basis, and 57% expect this to continue in the coming years. Frost & Sullivan's conversations with the industry repeatedly show a growing interest and investment in workforce engagement platforms, particularly those that are robust, sophisticated, and client-focused. Figure 1.0 outlines the seven strategic areas in contact centers that are witnessing improvements in the work environment. These areas speak directly to millennial and Gen Z priorities, providing benefits such as voice of the employee (VOE) agent experience, customizable technologies, flexible scheduling, and agent empowerment. Contact centers wanting to optimize engagement and productivity of both new and current employees need to evaluate which aspects of current workforce strategies still apply and the best ways to engage a changing landscape. Businesses can augment traditional workforce optimization (WFO) processes through advanced workforce engagement management (WEM). WEM goes beyond legacy WFO by placing a focus on improving the employee experience (EX) in contact centers. WEM is invigorating the contact center market with benefits that reverberate across the organizational landscape, from reduced costs and lower churn rates to improved customer satisfaction (CSAT) and customer experience (CX). WEM enables employers to provide their workforce with important differentiating factors such as agent personalization, a need for connection, and the ability to be mobile, flexible, and self-sufficient. Contact centers ahead of the EX and CX curves recognize that partnering with a WEM service provider can be a crucial step in turning potential challenges into competitive differentiation. Critical areas that these solution providers should be able to address include the following:, While millennials and Gen Z may seem better prepared for remote work environments from a technical capabilities perspective, they still need adequate training, clear processes to follow, and intuitive systems and user interfaces. They want to interact with colleagues and customers in ways that are engaging and help them feel part of the team. Managers and supervisors also need tools to ensure WFH agents are as productive as their bricks-and-mortar agent counterparts. An advanced WEM partner can provide a cloud-based solution, tools, and metrics that are secure and easy to access, regardless of where the agent is located. Stratifying agents by product, customer need and level, and channel (e.g. social and video) can improve productivity and performance. Expert specialist agents provide a more efficient, high-quality, and personalized CX and can have a more rewarding work experience than generalist agents. Advanced WEM solutions can facilitate agent specialization. For example, they can create "smart routing" of calls based on a customer's recent purchase or open service ticket or help employers create metrics designed to consider a specialist's functions versus blanket metrics across all roles. They can also ensure those customer interactions are tracked consistently across channels: chat, email, mobile apps response, SMS/text, or social media. Millennials and Gen Z will not just populate agent roles, they are also part of the IT teams that will support contact center operations. IT personnel costs continue to rise rapidly as these roles become increasingly complex and are being added more quickly than they can be filled. Organizations will get better ROI from expensive IT teams if IT is focused more on key business objectives and less on mundane fixes or vendor management. Partnering with a WEM solution provider with a comprehensive platform that can cover agent departments across the organization streamlines IT's activities. Robust functionality can also maximize agent productivity and minimize idle time. A cloud-based platform and applications also help ensure IT costs scale with use, can be accessed more reliably and securely by remote agents, and can grow with the business. How can organizations unleash the power and full potential of a changing workforce? Understanding which digital technologies are required today and which will be important in the future is critical when it comes to sketching out plans, prioritizing budgets, sequencing investments, and scheduling workforce implementations. Digital leaders will be those organizations that are skilled at utilizing business analytics to offer deep insights into customer behaviors, wants, and needs; developing new products and services; and ultimately innovating and exploiting new business opportunities. Embracing and leveraging WFH can also work to a business's advantage: Advanced WEM solutions can provide remote- based millennials, Gen Z, and all employees more flexible scheduling, secure mobile connectivity, end-to-end performance monitoring, improved training solutions, friction-free access and interfacing with systems, and cloud-ready collaboration tools. Frost & Sullivan research shows that leading enterprises, when equipped with a complete set of the right WEM tools, are better positioned to enhance agent retention. New workforce management tools was the top measure being undertaken by contact centers globally, according to a Frost & Sullivan survey of 661 contact center decisions makers. Additional leading measures included enabling flexible/remote workers and management training. Workforce engagement tools can be utilized to enhance these measures by providing the following benefits:,When it comes to keeping contact centers filled and humming at peak efficiency, the newly dominant millennial and Gen Z agent population will thrive with flexible scheduling and shift bidding, near real-time performance dashboards, and an environment that sustains employee growth. The ultimate goal of greater organizational flexibility is to connect, engage, and motivate employees to meet customer needs and work efficiently, regardless of their role or location. These benefits translate into an improved customer experience that reduces the risk of churn, improves satisfaction, and ultimately leads to higher customer lifetime value (CLV). If you are already a Verizon customer, we have several options to help you get the support you need. Choose your country to view contact details. Existing customers, to your business account or . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreChoosing the Best Small Business Phone System
Get smart about small business phone systems. The first personal point of contact a potential customer has with you might be through the phone. So it's important that you provide a positive and professional experience. And it's not enough to make do with personal phones. If you really want to make your business ready to compete and meet customer demands, you need a dedicated small-business phone system. There are lots of options out there, but many are geared toward businesses with hundreds of employees and multiple locations. While small businesses need to provide the same high-quality interactions as larger businesses, they have smaller budgets. It can feel like a tall order, but it's important that you make the right choice for your business. To help you evaluate your options, here's a brief look at what to consider in today's business phone systems, some common choices for small and medium-sized businesses ( SMBs), and why a Voice over Internet Protocol (VoIP) solution might be the best fit for you. What to look for in a small business phone system,No two business phone systems are the same. There are many options out there to choose from—and often there are huge differences between the quality and capabilities in each. You need a small business phone system that helps advance your specific business goals. Here are a few basics to consider when evaluating small business phone systems:,Take stock of what you have—and what you need. Do you need a solution that only uses desk phones, are you fully mobile or are you a mixture of both? And if you're only using desk phones now, do you have plans to integrate mobile in the future? The system you choose should address your immediate needs, but also be right for where you hope to take your business in the future. Along those same lines of making sure the equipment will be right for your business in the future, you'll want to make sure the phone system you choose will easily grow with you as you want to add new lines. Only you know what your budget is, so you'll want to make sure you choose a solution that fits within it. But it's not enough to just look at the upfront costs of a business phone solution; you'll want to look at the monthly fees and long-term maintenance costs to make sure that you are getting the right value for your investment. With so many advanced calling features available, you'll want to look for the ones that align best with the way you work. If you field a lot of customer calls, you may want a solution that offers a virtual receptionist. If you have field teams working with office-based teams, then you could probably benefit from a solution that makes it possible to easily share screens. Just make sure the business phone system meets all of your needs. If you're a small business with limited IT resources and expertise, you want to make sure that the small-business phone system you choose will be easy for you to deploy, maintain and manage. And if you do run into issues, will you have access to the support you need to get things fixed?,What is a business phone system?,Different than a home phone system, a business phone system is built to:,There are two basic types of networks that you can use to operate your business phone system:,Types of business phone systems for small businessesA landline is what you'd most commonly call plain old telephone service (POTS). If you are looking for a straightforward system that lets you make and receive calls and requires no additional training to use, a POTS system might be worth considering.But for budget-conscious SMBs, the costs for landlines can escalate quickly. In addition to installation costs, there are monthly service fees per line, new-line fees, long-distance fees and more. And because landlines are physically connected by wires, they don't allow for any flexibility; if you want to answer the phone, you must be by the phone, wherever it is plugged in. For growing businesses, flexibility could be the key to growth, so landlines might be too restrictive an option. However, there are limitations to this option. The quality and reliability of your calls is totally dependent on the quality and reliability of your service provider's network. Plus, your provider will have complete control over managing the system, which could make it more difficult for you to customize an experience that's best for your business. While there are pros and cons to each of these options, we think that most small businesses could benefit from a VoIP business phone system. Why VoIP is a versatile option,Not only is VoIP a good first step to creating a more modern business, it also addresses many of the common concerns for growing businesses. First of all, VoIP is budget-friendly. Because it uses public internet, you can get all the calling capabilities you need, without the additional costs of a private network. And as far as equipment goes, you can purchase VoIP phones if your budget allows, or if it doesn't, there are adaptors that can be used to modify your existing phones. Or you could leverage your business computers and employees' mobile devices. When it comes to flexibility, it doesn't get much better than VoIP. You can build your VoIP system using any combination of desk phones, computers and mobile devices. And it's easy to add new lines as needed, so when your business is ready to grow, your VoIP solution scales with you. Your customers keep you in business, so it's important that you be there when they call. But what happens when there's a power outage or other emergency situation? Because it's cloud-based, it's easy for your VoIP service provider to redirect calls to a backup number in the event of a service outage, which can help reduce downtime and keep your business operating as usual. And those are just some of the benefits you could enjoy by choosing VoIP as your business phone system. The full range of advantages depends on the VoIP solution you choose. A solution like Verizon is designed to address many of the concerns of small businesses. If you're looking to improve the user and caller experience, Business Digital Voice comes with more than 30 advanced calling features, such as automatic call forwarding, voicemail to email, seamless call transfer and more. If you're primarily looking for something that's easy to use and manage, Business Digital Voice has a simple app and online dashboard that gives you intuitive control over call management. Whatever your specific goals for your business, the phone system you choose will serve as the foundation to get you where you want to be. It's a big decision, and one that should not be taken lightly. But once you understand your needs—and your options—you'll be able to make the right call when it comes to selecting your small-business phone system. Create better customer experiences with VoIP,Give your customers what they want—and then some—with a VoIP system that lets you:,* Business Digital Voice is available in select areas of nine states and the District of Columbia. Tell us about your business, then meet with our professionals to ask questions, get advice, or obtain a quote. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreBring Your Phone Number to Verizon FAQs
Find out how to bring your number when you switch your business to Verizon. Learn what you need to do, how long it will take, and what to expect during the process. You can bring your device when you bring your number, or for a new Verizon phone. When you activate a new line with Verizon you'll have the option to transfer your current mobile or landline number from another carrier. You can also visit our page online, or to transfer your number to Verizon. Most phone numbers are eligible to be brought to Verizon:*,*Local Number Portability, a government mandate, requires mobile and landline service providers to let customers keep their eligible phone numbers when switching carriers. How long it takes to bring your number to Verizon depends on your carrier and on when you activate your device on the Verizon network. We text you a link to track the status of your number transfer. Typical timelines are:,Note: These are average time frames. With certain circumstances, it could take more or less time. You can replace your existing Verizon mobile number with a phone number from another carrier. Visit the page in My Business. Before you bring your number to Verizon:,To start the process of bringing your number, we need to know:,A Number Transfer PIN is created by your previous carrier (e.g. T-Mobile, AT&T, etc.). You can create one in your previous carrier's app or by contacting their customer service. This number isn't provided by Verizon when you're transferring your number in. You can locate your account number from your previous carrier on your billing statement, which can likely be found on their mobile app, or their website. The account PIN that you created with your previous carrier will be 4-6 digits. This is different from the Number Transfer PIN. When you're bringing your number to Verizon from another carrier, don't cancel your existing service. Once your number transfer is complete, the line on your old carrier's account will disconnect automatically. We don't charge a fee for a number transfer. Depending on your old carrier's terms, you may be responsible for an Early Termination Fee (ETF) or other accrued charges. These might include any remaining device payments, if you have them. Here's what happens when you bring your number to a new line at Verizon:,Here's what happens when you bring a number to replace a Verizon number:,When you bring a number to us from a Verizon Wireless Reseller (e.g. Spectrum Mobile, Xfinity Mobile) here's what happens:,Sign in to your Verizon business portal to view and pay your bill, order products and services, manage your router, access security settings and more. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent AllowedWe use technologies to collect and share information about your use of our site. By continuing, you agree to the use of these capabilities for a better experience and other purposes. Learn more in our .
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