From the Publisher
Welcome to the July issue of Contact Center Pipeline… and welcome to summer! Conferences here, conferences there, conferences everywhere. It has been an active conference season so far this year, and after a well deserved summer reprieve, it appears the fall season is shaping up with several must-attend events. Pipeline recently covered...
Key takeaways from Engage 2015, Verint’s Global Customer Conference.
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM