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.”

On December 19, 2017, Verint Systems, Inc. of Melville, NY, announced that it has acquired the outstanding equity interests of Next IT Corporation of Spokane, WA. The privately-held company was acquired for $30 million in cash plus potential future cash payouts.

Published in Research Briefs
Monday, 08 January 2018 10:06

Contact Center 2018: A Fireside Chat

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

Monday, 04 December 2017 11:42

2018: The Times They Are A-Changin’

“Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.”

“These are men and women who’ve sacrificed so much for our country, they deserve the dignity of work and financial stability for themselves and their families.”

Page 1 of 4