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Virtual Assistants Can Be Your Contact Center Agents’ Best Friends

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...

It’s Time to Bid Farewell to Excel-based WFO

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...
How to Elevate Your Customer and Agent Experience

How to Elevate Your Customer and Agent Experience

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...
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...
Technology: The Catalyst for Service Excellence

Technology: The Catalyst for Service Excellence

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
Spotlight Q and A

A Q&A with Teleopti’s David Påhlman

There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes...
The 4 Steps to Replacing a Contact Center Coaching Program

The 4 Steps to Replacing a Stale Coaching Program

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...
Verint Mid Market Solutions

5 Ways Verint Mid-Market Solutions Can Help Your Business

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center....
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Listening? Yes I Am. Great, Now Act on What You Heard from...

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in...
On the Road to Customer-Centricity in the Contact Center

Contact Center Pipeline Magazine: Inside Our December 2016 Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in December

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...
Author Q and A

OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices

Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...