“Generational norms and expectations will drive widespread adoption of omnichannel in the contact center whether the contact center likes it or not.”

“America’s veterans are a richly diverse group that possess leadership skills and a keen sense of personal accountability.”

“The gig economy is beginning to become such an economic driving force that there are many who believe that having gig workers in the contact center—i.e., on-demand agents—is only a matter of time.”

“This evolution will transform the contact center from delivering reactive care to ultimately predictive care—enabling contact centers to move from isolated customer experiences to cohesive journeys.”

“About 10 percent of our calls and emails today are so nasty or rude that they have made some of my reps cry.”

“It’s clear that companies need a greater focus on people, alongside changes in technology.”

“Greg’s legacy at Verint will be one of leaning in, investing in others, lending a happy helping hand, keeping the customer at the heart of the business, and bringing out the best in one another.”

“What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on employee engagement that is driving the majority of operational changes in the contact center.”

“Chatbots work best when the user has a clear idea of a question in mind, and that is usually the case in customer service.”

“In the contact center, authentication issues have become of paramount importance as such security techniques as passwords and ID numbers are increasingly proven to be ineffective in the fight against fraudsters.”