It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment, have grown up in this modern world and expect ...
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.
Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not ...
These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships.  Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference.
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and ...
How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.
Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about how you might manage the technology so that it ...
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from ...
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution. 
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?   Considerations for a well thought out customer engagement strategy include ...
In another life, as “Bob the Movie Man,” I am a prolific film reviewer—so, I often frame business problems in terms of famous movies. For those old enough to remember “Back to the Future,” Marty McFly jumped into Doc Brown’s souped-up DeLorean and traveled back in time. What would happen if Marty ...

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