Banking Contact Center Employee engagement Quality management 
JustCall
MARCH 9, 2023
This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.
CSM Magazine
JANUARY 5, 2022
David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Supporting Customer Engagement as Channel Preferences Evolve.
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Enghouse Interactive
APRIL 28, 2019
Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.
Enghouse Interactive
MAY 21, 2019
Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.
CX Global Media
FEBRUARY 28, 2019
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. You can change it down to the very kernel.
Enghouse Interactive
OCTOBER 12, 2021
Authorize agent creativity and flexibility in finding solutions to issues, without the need to get ‘manager approval’ for anything – provide agents with broad flexibility, and high limits and agents will deliver the best approach possible… without breaking the bank.
Netomi
JANUARY 5, 2022
Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.
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