Verint CX Automation
Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...
Top 10 Blog Posts of 2023

Top 10 Blog Posts of 2023

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to year, we largely have the same core focuses: our people,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out there it can become quite overwhelming to navigate. Our authors...
What to Know About Large Language Models

What to Know About Large Language Models

Large Language Models (LLMs) and Generative AI (GAI) have monopolized public attention the past few months. And the launch and acquisition of artificial intelligence (AI) programs by a number of large technology companies has...
The Human-Touched CX Magic of Conversational AI

The Human-Touched CX Magic of Conversational AI

Contact centers are paying the price for underinvestment in automation technologies. While centers are increasingly embracing these tools for simpler interactions, they are understandably cautious when using them for complex customer interactions. All too...
Deploying Generative AI Just Right

Deploying Generative AI Just Right

Generative AI is finally having its moment. While interest in the field has been steadily growing over the past year, according to Google, search activity for the term is at an all-time high. Over...
The Need to Make the Best Customer Connections

The Need to Make the Best Customer Connections

In today’s uncertain, disruptive, social, and highly competitive economy, customer experience (CX) counts, and in more ways than one. Yet providing customers with the experience they i.e., we expect—for each of us is a...
How Best to Support the Customer Experience

How Best to Support the Customer Experience

Customer service is more important than ever in this uncertain market. And businesses are under immense pressure to meet rapidly shifting consumer expectations and foster customer loyalty. A customer-centric business strategy, focusing on the...
Is There a Future for Outbound?

Is There a Future for Outbound?

The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience (CX). Outreach such as for product or service notifications, offers,...
The Power of Self-Service

The Power of Self-Service

Rushing off one flight to get onto another with a one-hour layover that turns into four hours once you get to the check-in counter for your connecting flight. With the kids getting restless and...
Why Conversational Design is Essential

Why Conversational Design is Essential

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents, reported Gartner. In 2022, that number rose to more than...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...
Evolving the Contact Center into a Data-Driven Brand Guardian

Evolving the Contact Center into a Data-Driven Brand Guardian

Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when something unforeseen happens, like a global pandemic, brands struggle to...
Revolutionizing Customer Service

Revolutionizing Customer Service

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established itself as a key technology to allow customers to engage...
How to Optimize Conversations and Augment Customer Value

How to Optimize Conversations and Augment Customer Value

Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them: economic uncertainty, inflation, and heightened consumer anxiety. As a result, maintaining...
How to Put Bots to Work

How to Put Bots to Work

“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with his character. But robots or “bots” are not just physical walking...
Looking (ChatGPT) 4-Ward

Looking (ChatGPT) 4-Ward

Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022, it was immediately hailed as “game-changing,” and was valued at...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots. First, Afshan and Mike share some...
Keeping the CX Chain

Keeping the CX Chain

Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials and consumer goods, shipping and delivery delays, and a disrupted...
Getting the Most From Your Chatbots

Getting the Most From Your Chatbots

Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping agents to handle, many customer issues. But like any particularly rapidly...