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Call Center Preparation for COVID-19 Coronavirus

Call Center Preparation for the Coronavirus

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...
Ryan Lester, LogMeIn, Sponsor Q&A

Executive Interview with LogMeIn’s Ryan Lester

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...
CallShaper

Why Online Scripting Is So Important to Your Call Center Success

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...
Sponsor Q&A with Bob Wienholt

Executive Interview with Bob Wienholt, CEO of CallShaper

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent....
Sennheiser Sponsor Spotlight

What to Look for in a Secure Headset

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...

Coaching Automated: Improving Agent Engagement Pays Off

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

Workforce Automation: The Strategic Savings Solution

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Are Your Self-Service Channels Your Customers Last Option?

Are Your Self-Service Channels Your Customers’ Last Option?

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...
7 Steps to Superior CX

7 Steps to Superior CX

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...
Workforce Management Evolution

Workforce Management Evolution

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

Q&A with the Customer Service Summit’s Jasmine Kees

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...

What, Exactly, Makes for Great CX?

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...