Verint CX Automation
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...
3 Technologies to Drive Peak Performance of Your Contact Center

3 Technologies to Drive Peak Performance of Your Contact Center

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)? Join me...
Could Your New Seasonal Employee Be a Robot?

Could Your New Seasonal Employee Be a Robot?

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we are still some ways off from having animatronic co-workers and...
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...

8×8 and Aryaka: Bringing the World Closer, Together

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. 8x8 and Aryaka cloud-based services deliver the flexibility, simplicity, and scalability of the SaaS cloud consumption model, and Aryaka’s global footprint...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think...
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...
Contact Management Database Mistakes to Avoid

5 Contact Management Database Mistakes to Avoid

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact...

Executive Interview with ProcedureFlow

I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. In a nutshell, their mission is to make our contact center employees...
The Way Customers Communicate with Brands Is Changing

The Way Customers Communicate with Brands Is Changing

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we know it has been transforming at lightspeed. During the early...

A Q&A with Unymira’s Chris Rall

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an...

Where Does AI Fit in Your Contact Center Strategy?

Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies have recognized the contact center’s role as a critical connection...
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...
Why Self-Service Needs a Human Touch

Why Self-Service Needs a Human Touch

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet...

AI-Enabled Agent Assessment: Now It’s a Reality

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents...
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...
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...
Verint - From Knowledge Management to Knowledge Automation

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your...
Four Things to Ask Before Choosing A Contact Center Provider by Intelepeer

Don’t Settle: 4 Things to Ask Before Choosing A Contact Center Provider

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution...
Verint Mid Market Solutions

5 Ways Verint Mid-Market Solutions Can Help Your Business

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center. But what if the cost of workforce optimization software exceeds...

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Mark Pereira
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