Verint CX Automation
The 4 Steps to Replacing a Contact Center Coaching Program

The 4 Steps to Replacing a Stale Coaching Program

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions...

Rebooting Your Workforce Management Strategy

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents...
This 1¢ Piece of Paper Is Costing Your Contact Center Millions

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky...
An Executive Interview with Kustomer.

An Executive Interview with Kustomer.

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business. Only in business for seven years...
The Operational Data Your Wallboard Solution Needs

The Operational Data Your Wallboard Solution Needs

Data is key to running any successful business. The more information you have about your team, marketplace, and customers, the more effective you will perform. As the world becomes more digitized, the data volume...
A Contact Center Headset is no Longer Just a Headset

Headset Is No Longer Just a Headset

Engineering new premium audio applications for the future of unified communications. Director of Research and Development Jesper Kock explained how headsets have emerged as a key technical and personal interface in unified communications environments. Jesper...

Top 3 Trends for the Future of Contact Center Training

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...
Verint - From Knowledge Management to Knowledge Automation

AI and KM: From Knowledge Management to Knowledge Automation

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent....
Is Cost of Performance the Undiscovered X Factor?

Is Cost of Performance the Undiscovered X Factor?

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money. Contact Center Pipeline recently spoke with Robert about how...
Taking the Leap to Success in 2022

Taking the Leap to Success in 2022

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure a “successful landing.” Yet there is an immediate imperative to...
Improving Contact Center Workplace Audio with Sennheiser

The Sound of Productivity: Improving the Workplace Through Superior Audio

Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent to productivity. Independent studies of business environments that employ some...
Why Customer Experience Matters

Why Customer Experience Matters

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know why customer experience (CX) matters and what a pivotal role...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just...
Customer Segmentation in the Contact Center

Why You Need to Perform Customer Segmentation at Your Contact Center

You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your customers. Why offer so many choices? A one-size-fits-all approach to...
Managing Modern Customer Expectations with AI

Managing Modern Customer Expectations with AI

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand. With technology such as artificial intelligence (AI) and chatbots gaining ground, people expect solutions and...
Executive Interview with LiveVox Founder & CEO Louis Summe

Executive Interview with LiveVox Founder & CEO Louis Summe

Those who have been in the contact center industry for a while may recognize LiveVox as a leading outbound dialer. But if you haven’t taken a look at the company lately, you may be...
Why Customer Analytics Are Key to Unlocking Customer Experience in the Call Center

Why Customer Analytics Are Key to Unlocking Customer Experience

In today’s highly competitive products and services marketplace, the customer’s experience with your business has never been more important. Knowing a customer’s name and understanding why he or she has contacted you in the...
Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility...

Executive Interview with MusicWorks’ David Sandler

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings...
NorthEast Contact Center Forum

The Largest Call Center Association in the NorthEast!

Have you heard about the largest Call Center Association in the NorthEast? You may not be familiar with the NorthEast Contact Center Forum (NECCF), but you should absolutely get this incredible regional organization on...

OUR AUTHORS

Mark Pereira
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Paul Stockford
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