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Verint Unveils WFM Industry First
Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …
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Appian Intelligent Contact Center Sees Twilio Addition
Appian announced a new partnership with Twilio, joining the robust performance of Twilio with the Appian Intelligent Contact Center. The final product…
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Reversing the Call Center Turnover Trend
Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…
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Is Your Contact Center Ready for Millennials?
As the first generation of digital natives to enter the workforce, Millennials have changed how businesses interact with customers, which also means f…
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Adding Accuracy to the Contact Center: Very NICE
The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…
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Overcoming WFM Implementation Hurdles
The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…
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Call Center Agents In No Danger of Being Replaced by AI Anytime Soon
AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …
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TCN, Envision Team Up on Workforce Optimization
TCN unveiled an integration partnership with Envision resulting in TCN integrating Envision's Click2Coach capabilities with TCN's Agent Gateway dashbo…
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Will Artificial Intelligence Replace Agents in Your Contact Center?
Businesses are leveraging AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though…
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Verint Adds to VoC Suite
Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…
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