Technology and Humans Critical to Contact Center Success, Verint Engage Speakers Insist

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Verint Engage speakers continued to stress the need for a balance of live agents and automation to handle the full range of customer issues.

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Verint Launches Unified VoC at Its Engage Conference

Verint executives outlined a strategy to save companies time and money on customer experience improvements.

Phillip Britt | May 22, 2019
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NICE InContact Continues to Stress Partners' Role

Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.

Phillip Britt | May 20, 2019
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When It Comes to Chatbots, There's Room For Improvement, Forrester Finds

Problems arise when the capabilities that chatbot vendors promise to deliver just aren't there, or require too much involvement from internal IT teams.

Maria Minsker | May 17, 2019
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ICMI Contact Center Expo 2019: Emphasizing Employee Engagement

Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization.

Sam Del Rowe | May 16, 2019
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ICMI Contact Center Expo 2019: Connecting With Customers Is Key

A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.

Sam Del Rowe | May 15, 2019
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Midland, Mich., Tops U.S. Cities for Customer Service Careers

The Michigan town is the best U.S. city for customer service careers, according to research from AdvisorSmith.

May 15, 2019
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Talkdesk Launches Talkdesk Agent Assist

Talkdesk Agent Assist offers contact centers a tool to reduce agent effort through artificial intelligence.

May 14, 2019