Workforce Optimization


How to Elevate Your Customer and Agent Experience

Gone are the days when customers were satisfied with a single channel to reach your contact center.

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The Case for Technology in an Understaffed World

No technology is a silver bullet, but many tools can make a dent in the key things that contribute to understaffing.

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Employee Engagement and the Quality Management Renaissance

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.

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Scheduling Resources Through Communication and Collaboration

The new generation of workers have grown up using cell phones from an early age. So why not communicate with agents how they prefer?

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Why Teamwork is the Most Important Investment You’ll Ever Make

Customer service is the anchor point of the current contact center landscape—the contact center unites every department, every role and every vision for success.

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Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

Speech analytics isn’t “just” software. It’s an innovative methodology that can alter the way we think about solving problems.

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The State of the WFO Market

A core driver of all contact center solutions, is growth in the agent population. For the past five years, we have seen consistent growth in agent employment.

Technology Workforce Optimization


SIP In The Contact Center

While SIP isn’t the only way to deliver functionality centers seek, it is a good way, and sometimes the “best” way.

Technology Workforce Optimization


Coming Soon to a Contact Center Near You!

In just a couple years’ time—by 2020—messaging will be used more than voice and chat combined.

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Are You Thankful for Your Customer Feedback Tool?

Insights from customer surveys must be connected with other data that you are capturing to understand whether or not you are moving the needle on customer experience.

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The ABCs of Robotic Process Automation

Robots can make the work that employees do easier, providing guidance in a “show me” mode to help them learn how to do certain transactions without leaving the phone or desktop for training.

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Engaged Employees = Happy Customers

Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.

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Automation Generation

The contact center innovations of the past 40 years have succeeded in improving agent productivity and delivering a more satisfactory service to end users, but their record for substituting automation for labor is mixed.

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Workforce Optimization Survey: Time for the Next Level

It’s time to take these tools, and the related processes and roles, to the next level; the market has us poised to do just that.

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5 Ways Verint Mid-Market Solutions Can Help Your Business

What if the cost of workforce optimization software exceeds your budget, or you don’t need the robust feature set of an enterprise solution?

Technology Workforce Optimization White Papers


 

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