Verint

AUGUST 23, 2017

Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. According to a Gallup poll from January 2017 1 , a whopping 65.6% Report, 2017. of employees are disengaged.

Gamification 42

Gamification Employee engagement Contact Center Best practices 42

Verint

JANUARY 25, 2017

One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. How can organizations start to think more strategically in the New Year about maximizing their technology investments?

Technology 32

Technology Contact Center Interactive Voice Response contact center workforce 32

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Source: DMG Consulting LLC, February 2017. In the future, contact centers must address fairness at all levels to more fully engage their employees.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Verint

MARCH 29, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. ISC West 2017. AEDT on April 4. April 4-7; Las Vegas, Nevada.

Chief Customer Officer 21

Chief Customer Officer Customer Experience Contact Center Marketing 21

Verint

SEPTEMBER 19, 2017

1 This could mean offering these workers flexible work hours, job sharing, remote working and other perks that may challenge today’s workforce managers. The Saddletree 2017 survey indicates that the contact center industry is taking this industry change quite seriously.

Employee engagement 32

Employee engagement Contact Center Surveys Management 32

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. Once again Verint solutions have been recognized, this time by DMG Consulting.

Enterprise 35

Enterprise Management Consulting Consulting 35

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Verint

DECEMBER 5, 2017

In a recent webinar, Top 5 Best Practices for Extending Workforce Optimization (WFO) Beyond the Contact Center , Craig Seebach shared additional research into this trend, the key barriers to integrating these functions, and how enterprise WFO can help improve speed, accuracy and cost to serve. Overcoming Cultural Differences.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29