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How to Make Your Contact Center Digital Transformation a Success

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer data. Cybercriminals are clever...
Future of Contact Centers Survey

Future of Contact Centers Survey: Tell Us What You Think

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them...

Beware Healthcare… Your Access Center May Be at Risk!

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...
CCP Pizza Party Contest

Pizza Party Contest: We Have a Winner!

Thanks to all of you for participating in our 10th Anniversary Pizza Party Contest. We were blown away with the number of responses received!...

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 4: Improving CX & Aligning Solutions to Business...

In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot...

Contact Center Pipeline Magazine: Inside Our April 2019 Issue

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...
10TH Anniversary Issue of Contact Center Pipeline

A Decade of Pipeline: Final Day to Sign Up for Savings—And Win a Staff...

Our celebration is coming to an end. It has been a fun month of reminiscing on the past decade. In appreciation for all that...
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...