Verint CX Automation
Four Reasons Why Training Today Is Failing Employees

Four Reasons Why Training Today Is Failing Employees

Today’s model for training, educating, and preparing our workforce is broken. The rapid acceleration of technology and changing workforce calls for something new. Workers today are disengaged and unprepared for work. But there are...
Irate Caller

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire and train a replacement is high, it is better to...
align frontline training with QA

How to Align Frontline Training with QA Results

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals. So how can contact center managers more effectively tie QA...
How to Efficiently Maximize Contact Reach

How to Efficiently Maximize Contact Reach

As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that was when the call center cranked up the outbound predictive...
Contact Center Pipeline Blog