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Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would...

Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting...

How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture...

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...

Maintaining Customer Support in a Crisis

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a...

A Checklist for Migrating Your Contact Center to the Cloud

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers...
Making AI Work in the Contact Center

Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
3 Tips for Embracing an Agile Approach to Digital Transformation

3 Tips for Embracing an Agile Approach to Digital Transformation

While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...
How to Make Your Contact Center Digital Transformation a Success

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

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,...
Contact Center Trends - Millennials

Hot Trends Impacting Contact Centers: Millennials

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...
The Digital Contact Center Workplace

The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the...
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