July 2015

Feature

Using Customer Insights to Drive Engagement

By Susan Hash

Key takeaways from Engage 2015, Verint’s Global Customer Conference.

Agility Factor

Outbound Calling in Today’s Contact Center

By Jay Minnucci

How are contact centers using outbound calling? Findings from our recent poll provide an interesting view.

Execs in the Know

Harness the Power of NLP and Machine Learning

By Susan McDaniel

NLP and machine learning have the potential to create meaningful and efficient customer engagements.

Idiom Insights

Punctuality Is the Soul of Business

By Kathleen Peterson

Position punctuality as a value that is held near and dear to individual agents and to the organization.

Inside View

Pacific Life

By Susan Hash

Investing in employee development and engagement paves the way for world-class service delivery.

Leading Thoughts

Creating Great Agent Experiences

By Jeff Canter

Quality customer journeys drive quality agent journeys.

Management ROI

Do Your Customers Hate Your IVR?

By Chris Lehrman

Quick and effective fixes to improve the customer experience.

Speech Analytics

One Call, That’s All

By Scott Bakken

Leverage speech analytics to identify first-call resolution barriers.

Tech Line

The Secrets to Technology Success

By Lori Bocklund

Lessons learned from the trenches that will give you a leg up on implementation, testing, monitoring and support.

The View from the Saddle

The Orbit City Throw Down: Spacely Sprockets Vs. the Contact Center

By Paul Stockford

“The Jetsons” foreshadowed some of the most important innovations in the contact center industry today.