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Are There Better Ways to Staff the Contact Center?

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 3

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...

Resiliency in the Age of Pandemic

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on...
Contact Center Pipeline Blog