Verint CX Automation
Data Analytics: The Rx for CX

Data Analytics: The Rx for CX

Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at the same time challenges exist. About a quarter of healthcare...
Transforming CPG Customer Experiences

Transforming CPG Customer Experiences

In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing business, one thing is certain: customer experience (CX) is vital...
It’s Time to Level Up With Outsourcing

It’s Time to Level Up With Outsourcing

It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our first customer, a mature team, and we had raised venture...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...
Caller Authentication: The Cybersecurity “Seat Belt”

Caller Authentication: The Cybersecurity “Seat Belt”

When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records. Verifying callers and their identities ensures that only authorized individuals...
Delivering Awesome Customer Experiences–Even From Home

Delivering Awesome Customer Experiences–Even From Home

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...
How to Win the Hearts of Gen Z

How to Win the Hearts of Gen Z

Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are. Gen Z is a large and growing percentage of online consumers, with...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background noise. Next up, Rebecca explains how AI can aid our...
How to Drive Employee and Customer Happiness

How to Drive Employee and Customer Happiness

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...
How AI Can Combat Staffing Challenges

How AI Can Combat Staffing Challenges

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing...
How to Create a Lasting Human Experience

How to Create a Lasting Human Experience

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...
Turning the Tide with Trust

Turning the Tide with Trust

In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; it’s quite the...
Hearing the Need for Audio Quality

Hearing the Need for Audio Quality

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...
Enabling Productive Solutions

Enabling Productive Solutions

There continues to be many and, if anything, more and expanded ongoing conversations and examinations on how to ensure contact center agent productivity. For good reason. Today’s business environment is marked with multiple challenges...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...
Breaking the Cookie Habit

Breaking the Cookie Habit

For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues,...
Comparing Contact Center Insourcing Strategies

Comparing Contact Center Insourcing Strategies

My company, TransUnion, is a global credit information services provider which operates in dozens of countries around the world. TransUnion provides both regulatory-defined and fee-oriented services to consumers in those markets. We are a...
Denver Work From Home/Hybrid Conference August 16-17

Denver, CO Work From Home/Hybrid Conference August 16-17

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...
The Need for AI in Contact Centers

The Need for AI in Contact Centers

The contact center industry has battled various challenges over recent years, such as high employee turnover, low first contact resolution rates, an excessive number of technology tools flooding the workplace, and the resultant customer...
An Executive Interview with Denis Francoeur, Upland Software

An Executive Interview with Denis Francoeur, Upland Software

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...