Verint CX Automation
Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers?

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the...

Is Your Center Really Resilient?

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the...
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...
Challenging Circumstances, New Approaches

Challenging Circumstances, New Approaches

We can all agree that a lot has changed in a few years. While some of us have tried to hold on to what normal used to look like, others have embraced the new...
Do We Need Disaster Planning?

Do We Need Disaster Planning?

Disasters can and will strike at any time, anywhere. Call centers must be prepared, first and foremost, to protect the lives of employees and, secondarily, to ensure information and service to customers who would...

Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset. Yet...
Working on Workforce Issues

Working on Workforce Issues

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well the industry succeeds in the post-COVID-19 pandemic “new normal” era. On...
Disruptive Disruptors Disrupting

Disruptive Disruptors Disrupting

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to...
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does live chat let agents monitor and engage website and app...
Filling The Performance Gaps

Inside View: Filling The Performance Gaps

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages. All of...
Understanding GigCX

Understanding GigCX

There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig about for contact centers? And what is its benefits and...
Sorry, No Magic Cure-All to Turnover

Sorry, No Magic Cure-All to Turnover

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s...
The New Broom Sweeps Clean

The New Broom Sweeps Clean

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and bring in the new. It appears in John Heywood’s 1546...
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...
Old and In the Way

Old and In the Way

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in June, and it suddenly struck me that I’ve lived for...
Work from Home Survey Results

SPECIAL REPORT: Work from Home Survey Results

It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the globe, and for contact centers the net results proved to...
Work From Home vs. Hybrid?

Work From Home vs. Hybrid?

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had...
Writing Home

Writing Home

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better...
The Hiring Game Has Changed

The Hiring Game Has Changed

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According...
Contact Center Pipeline Blog