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Contact Center Pipeline Wall of Fame

Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. Describe your company: As...

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital...

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand...

Important Trends in Workforce Management Technology

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

Caring for Customers During a Pandemic

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care...

The Emotion Connection: Tapping into the Science of Human Emotion to Deliver More Valuable...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around...

It’s Time to Get More Out of Data

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

Analytics Coming of Age

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached...
Three Ways to Boost ROI from Contact Center Tech Investment

Three Ways to Boost ROI from Contact Center Tech Investment

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

Voice in the Contact Center: The Heart of the Matter

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

Take Self-Service Up Another Notch

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...

The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Contact Center Hiring & Retention: Using AI to Predict Better Job Candidates

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Contact Center Technology Trends 2019

Four Key Contact Center Technologies for 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...
Opportunities for AI in the Contact Center

Opportunities for AI in the Contact Center

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
How to Create the Right Forecast to Drive Customer Experience Success

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...
The landscape for engaging with customers is changing fast.

Coming Soon to a Contact Center Near You!

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...