https://www.channelfutures.com/wp-content/themes/channelfutures_child/assets/images/logo/footer-new-logo.png
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • 2022 MSP 501 Rankings
    • 2022 NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2022 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Channel Partners 101 (CP 101)
  • Events
    • Back
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
Channel Futures
  • NEWSLETTER
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • 2022 MSP 501 Rankings
    • 2022 NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2022 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Channel Partners 101 (CP 101)
  • Events
    • Back
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
    • Newsletter
  • REGISTER
  • MSPs
  • VARs / SIs
  • Agents
  • Cloud Service Providers
  • Channel Partners Events
 Channel Futures


Staffing Crisis

Staffing Crisis

  • Written by Claudia Adrien
  • July 18, 2022

CF: Why do that? Why go that route rather than, say, both replace and enhance?

ML: There’s a lot of uncertainty in the market right now because of what happened with COVID. Companies are hesitant to do a lot of gigantic system-wide changes. CIOs and CTOs are hesitant to sign their name on something that could completely disrupt the operations of their business. So enhancement is more our approach given the current climate that we’re in. 

Additionally, there’s a staffing crisis that contact centers are having right now. There is a higher degree of agent churn or turnover now than what we have ever seen. Companies are having unprecedented agent turnover, which means for every agent they hire, they lose an agent to churn. They just can’t keep up with that pace. A lot of these customers and these companies are realizing they must implement a virtual agent strategy. They have to implement an AI-controlled natural language processing IVR system to do advanced call routing. CEOs are going to make sure that their customers don’t feel the pain and the strain of losing agents left, right and center. And when you hire a new agent to replace the one you’ve lost, there’s a period where that new agent has to ramp, and that’s going to just inevitably slow down your systems. What’s great about our AI-powered virtual agents is that supervisors can monitor them, can train them, can empower them, without the burnout. They appear on a dashboard just like the human agents do. The supervisors can get in there and tweak those virtual agents straight from their dashboard. So it just becomes a seamless way for the supervisors to continue to do business the way that they do business.

And by us focusing on the enhanced versus the replace conversation, it allows us to be a lot more targeted, and talk to the solutions that the customers are asking for. It also allows us to teach our partners to talk to those solutions that the customers are asking for.

 

 

Tags:

Claudia Adrien

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

Related Content

  • Making Waves
    7 Channel People Making Waves This Week at Microsoft, Google Cloud, Keeper Security, More
  • Managed services
    Cisco Wholesale Partners Get Webex Managed Services for 'Low Friction' SMB Experience
  • No job openings
    Microsoft Cuts Numerous Job Openings in Azure Cloud, Security Software
  • trends speech cloud
    QuoteWerks 2022 Trends Report: Continued Concerns With Product Sourcing Rampant

Upcoming Events

View all

MSP Summit

September 13, 2022 - September 16, 2022

Channel Partners Conference & Expo

May 1, 2023 - May 4, 2023

Galleries

View all

The Gately Report: Black Hat USA Edition with Cisco, IBM, CISA, More

August 12, 2022

7 Channel People Making Waves This Week at Microsoft, Rackspace, RingCentral, Avaya

August 12, 2022

Oracle Cloud & AT&T, AWS Lead Cloud News Roundup

August 12, 2022

Industry Perspectives

View all

How to Take Shared Responsibility for Securing Cloud

August 11, 2022

Seize the Application Modernization Opportunity

August 2, 2022

A Growth Mindset: Your Organization’s Strategic Differentiator

August 1, 2022

Webinars

View all

Outsmarting RaaS: Implementation Strategies To Help Your Clients Before, During, and After a Ransomware Attack

August 23, 2022

Why it is Important to Upgrade Aging Servers and How to use Live Optics to Upgrade Efficiently

August 25, 2022

Executives at Home are Not Alright: An Intro to Digital Executive Protection

September 8, 2022

White Papers

View all

Work Goes Remote – (and Other Top ITOps Trends)

May 25, 2022

The New Bottom Line: How MSPs Can Meet the Healthcare Crisis While Evolving Their Businesses

April 19, 2022

How to build a Security Operations Center (on a budget)

April 4, 2022

Channel Futures TV

View all

ThreatLocker Preaches Zero Trust, Addresses Industry Competition

ScienceLogic Debuts New Partner Portal

August 9, 2022

Vonage a ‘Single Communications Stack Provider’ for Partners, Customers

June 27, 2022

IBM, Partners and the $1 Trillion Hybrid Cloud Opportunity

June 26, 2022

Twitter

ChannelFutures

.@splunk vet Bill Hustad named @Okta's new #channelchief. dlvr.it/SWXmws https://t.co/ILQesul0Cz

August 12, 2022
ChannelFutures

The Gately Report: #BHUSA edition with @Hacker0x01, @Cisco, @SaltSecurity, @CISAgov, @ExtraHop, @IBMSecurity, more.… twitter.com/i/web/status/1…

August 12, 2022
ChannelFutures

Channel People Making Waves Include: @kencarnesi, @szebenisz, @vasujakkal, @brettsmith52, @DaveMichels… twitter.com/i/web/status/1…

August 12, 2022
ChannelFutures

Nancy Henriquez, VP of Sales & Marketing at MSP 501 award-winning @synetek, touches on the importance of gathering… twitter.com/i/web/status/1…

August 12, 2022
ChannelFutures

.@Equinix's new hire is a familiar face in the telco channel. dlvr.it/SWXV6v https://t.co/jIg0LrZ4DO

August 12, 2022
ChannelFutures

Missed the news this week from @OracleCloud and @ATTBusiness? We've got it here. Plus, news from @AWSCloud and… twitter.com/i/web/status/1…

August 12, 2022
ChannelFutures

Huge channel-impacting acquisitions in the past month. We've got details on @IBM, @nokia, @GoTo, @EnsonoIT,… twitter.com/i/web/status/1…

August 12, 2022
ChannelFutures

Boost privacy by design with #shiftleft mindset and add #security to cloud deployments from start, says… twitter.com/i/web/status/1…

August 12, 2022

MSP 501

The industry's largest and most comprehensive partner awards program.

Newsletters and Updates

Sign up for The Channel Report, Channel Futures Update, MSP 501 Newsletter and more.

Live Channel Events

Get the latest information on the next industry-leading Channel Partners event.

Galleries

Educational slide shows and images from live events.

Media Kit And Advertising

Want to reach our audience? Access our media kit.

DISCOVER MORE FROM INFORMA TECH

  • Channel Partners Events
  • Telecoms.com
  • MSP 501
  • Black Hat
  • IoT World Today
  • Omdia

WORKING WITH US

  • Contact
  • About Us
  • Advertise
  • Newsletter

FOLLOW Channel Futures ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2022 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X