Subscribe to RSS Feed grab our rss feed

Entries Tagged ‘contact center workforce optimization’

For 2017, Resolve to Maximize Your Contact Center Technology Investments

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. Enterprises can thus strengthen the value from both solutions and likely be on their way to improving the customer experience. […]

read more...

The National Association of Call Centers Wants You

Can you spare five minutes of your time? I have an opportunity for you to make your voice heard. The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for […]

read more...

A Refreshing Year Ahead

This is the time of year that many of us start to wonder what the year ahead holds for the contact center industry. This year, instead of wondering, pondering, guessing and speculating about what could happen in 2016, we decided to take a more scientific approach to our conjectures. This approach included conducting a research […]

read more...

The Spotlight Is On the Back Office—Finally!

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. There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management […]

read more...

Verint Speaking on Many Topics Globally in November

CRM Xchange Virtual Contact Center Conference November 2; Online Webinar Verint’s Rajeev Venkat, senior director, solutions marketing, and JaNae Forshee, director, cloud solutions global practice, will present “Four Modern Trends and Practices to Optimize WFM” at 2 p.m. ET. Attendees will learn about the latest trends and practices that have evolved to take WFM out […]

read more...

Knowledge Management—An Engine of Employee and Organizational Transformation

In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization. What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers of value for support agents through KM? The value of KM to employees is not just tactical—it can […]

read more...

Verint Acquires Telligent and Extends Portfolio into Communities

Verint Systems recently announced the acquisition of Telligent, a leading provider of software for customer support and digital marketing communities. Communities represent yet another channel for companies to communicate with their customers and employees, extending the vision of the omnichannel customer experience and providing another avenue for companies to study in order to better understand […]

read more...

Back-Office Departments Are Essential to the Customer Experience

For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer journey. While their responsibilities vary by industry, function and company, back-office departments are responsible for processing credit card […]

read more...

What Happens in Vegas Doesn’t Always Stay in Vegas – Part Two

In my previous post about Verint’s Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. The highlight of the event for me was the session in […]

read more...

How to Boost Productivity in Back Offices

In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. (Click here to download the Ovum report.) They had two primary concerns: execute work at the lowest cost and improve customer service. These objectives mirror the experiences of another area of the business that […]

read more...