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April 2024

April 2024 Where to Call and Contact?

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge? Key initiatives to contact center success.

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

Strategies for Managing Remote Call Center Teams – Part 1

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home.

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era.

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain Doing so is win-win-win for customers, employees, and organizations.

Disruption Ahead for The Contact Center Workforce – Part 1

Disruption Ahead for The Contact Center Workforce – Part 1 Declining labor supply poses challenges and how to offset them.

Banking on Digital Transformation

Banking on Digital Transformation How financial services can use tools like Conversational AI and Agent Assist AI.

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers.

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic?

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

The New Face of Knowledge Management

The New Face of Knowledge Management How AI, LLMs, and vectorization has changed KM.

The Value of Connecting Your Phone System and CRM

The Value of Connecting Your Phone System and CRM See how this type of integration can ignite agent productivity and enhance the customer experience.

AI Guide for Contact Centers

AI Guide for Contact Centers Unsure where to start in AI or need a refresher on the basics? We've got you covered.

Rehumanize the Contact Center by Digitizing Voice

Rehumanize the Contact Center by Digitizing Voice Discover strategies to integrate Salesforce Service Cloud Voice and your on-prem or cloud telephony

Podcast: How to Dip Your Contact Center Toes in the Cloud For organizations still on the fence about moving the contact center to the cloud, this episode is for you.

The Reassurance Cycle: Why the Voice Channel is Here to Stay The voice channel is dead, and other myths about digital adoption.

Case Study: How Universidad Carlos III de Madrid boosted user experience and operational efficiency They used the InGenius CTI solution between Cisco UCCX and Salesforce to improve student and support staff experience.

See a 50% uplift in agent call handling. Schedule a 10-minute chat. Get a consultation to see how you can connect your CRM to your phone system for immediate results and savings.

March 2024

March 2024 Happy Fifteenth Anniversary

Happy Fifteenth Anniversary

Happy Fifteenth Anniversary My five wishes!

A Second Chance

A Second Chance Sharing my voice about the actions we can and should take.

A Passion for Customer Engagement

A Passion for Customer Engagement The customer interaction evolution.

How Did You Get Here?

How Did You Get Here? Embracing the opportunity to build a contact center career.

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything.

The Upcoming Recruitment Crunch

The Upcoming Recruitment Crunch Gen Z and phone phobia.

Motivating Industry Innovations

Motivating Industry Innovations An industry that was ripe for innovation and it remains so today.

Reflections From the Front Line

Reflections From the Front Line My life as a contact center leader.

2024 State of the Contact Center

2024 State of the Contact Center Inside the trenches view.

The Workforce Management Journey

The Workforce Management Journey A walk through history.

Surprises and Delights

Surprises and Delights Work from home…15 years in review.

Contact Center Vital Signs

Contact Center Vital Signs Top five recommendations for success and advancement.

The State of the Contact Center Industry

The State of the Contact Center Industry Where are we headed?

Back to the Future

Back to the Future Change is the only constant.

Contact Centers

Contact Centers Yesterday, today, tomorrow.

Leaders, Are You Ready for the Future of Work?

Leaders, Are You Ready for the Future of Work? The advanced emotional intelligence skills of adaptability.

eBook: The Open CCaaS Advantage Report

eBook: The Open CCaaS Advantage Report What Will Have the Biggest Impact on Organizations’ CX Automation?

Video: Increase CX Automation with Verint Bots

Video: Increase CX Automation with Verint Bots Augment the human workforce and elevate your CX with Verint automation.

Webinar: The Power of CX Automation

Webinar: The Power of CX Automation Drive self-service experiences and agent productivity with Verint’s Containment and Interaction Wrap-up Bots.

Video: Introducing a New Workforce of Humans and Bots

Webinar: CX Automation: The Secret Sauce of Quality Programs

Blog: Verint Research Finds CX Leaders Are Frustrated with Traditional CCaaS Platforms

Case Study: Cognizant Elevates Customer Experience for One of the World’s Largest Athletic Footwear and Apparel Brands

February 2024

February 2024 Overcoming the Workforce Challenges

Overcoming the Workforce Challenges

Overcoming the Workforce Challenges How managers can ensure having the right people at the right times.

Customer Experience

Customer Experience Rules of Engagement

Yes, There’s an App For Mobile WFM

Yes, There’s an App For Mobile WFM Why mobile WFM apps can benefit contact center operations.

Why You Need an AI Competency Center

Why You Need an AI Competency Center Companies need a means to maximize AI benefits and manage challenges.

Improve Productivity, Improve ROI

Improve Productivity, Improve ROI Why employee engagement, satisfaction, and the right tools are essential.

Most Read

Hiring

Disruption Ahead for The Contact Center Workforce – Part 1

Disruption Ahead for The Contact Center Workforce – Part 1

Operations

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19

Customer Experience

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain

Customer Experience

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge?

Operations

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys

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Cloud Racers

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Verint CX Automation

UltimateCX Microsite 20240418