Thursday, 04 October 2018 08:09

Like It or Not, Get Used to the Gig

“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.”

Wednesday, 05 September 2018 16:00

The Customer Service-Support-Experience-Journey

“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.”

Thursday, 05 July 2018 00:00

The Year of The Agent

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

Thursday, 14 June 2018 15:41

Remembering Greg Sherry

“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.”

Friday, 09 March 2018 09:17

Babylon, Black Ink And Biometrics

“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.”

Monday, 05 February 2018 09:26

What Would Miss Manners Say?

“Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.”

Monday, 08 January 2018 10:06

Contact Center 2018: A Fireside Chat

“The contact center has become a focal point of business intelligence.”

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