TechSee
FEBRUARY 12, 2019
By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.
Verint
JANUARY 31, 2018
Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. They invest heavily to drive customer experience excellence. Shouldn’t you?
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Verint
DECEMBER 9, 2015
Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.
Verint
NOVEMBER 15, 2017
We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.
Verint
MARCH 9, 2018
The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs. million members, $90 billion in assets, and 17,000 employees.
Zoom International
NOVEMBER 7, 2018
We are accustomed to “staying in our lane” and managing to targets that are 100% under our control including customer satisfaction surveys that are solely focused on a specific contact center conversation – rather than the entire customer experience. What is the lifetime value of a passionately loyal customer?
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