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Contact Center Pipeline Wall of Fame

Meet NICE inContact: Our November 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create...

Agile CX 201—Practical Applications

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the...
Leading with Empathy, November 2020 Feature

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual...

The New Digital Customer Engagement for the New (Ab)Normal

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally....

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own...
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...