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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

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Big Data - Getting Smarter with Customer Engagement

Verint

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

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Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018

Verint

Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16. Using big data and the findings from his research in 50 countries, Achor will show how pursuing success using an individual, self-focused approach can limit our progress.

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Driving Holistic Customer Engagement Excellence

Verint

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

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Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?

Calabrio

Customer consciousness is the byproduct of an organization employing data to be more people-centric, and the contact center is the origin of the customer. Speech and text analytics help to catalyze the contact center to becoming a nexus of deeper customer engagement, where innovation is sourced through customer recommendations.

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Making Data Actionable - Part Two

Verint

Part one of this blog series discussed keeping your data story simple by applying the ARC approach: Actionable, Relevant, and Consumable. I’ll now highlight the importance of understanding the push-pull impact on your data. No single data point lives by itself.