Nov 05, 2018 Contact centres 2030: The shape of automation to come

    Contact centres 2030: The shape of automation to come

    Artificial Intelligence is spreading--above all, to help staff deal with customers better

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    Nov 01, 2018 IVA is the future of voice self-service

    IVA is the future of voice self-service

    Intelligent virtual assistants (IVAs) use AI, machine learning and other technologies to automate the handling of customers' and employees' requests. And it's revolutionary...

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    2
    Oct 25, 2018 Customer communities and the self service revolution

    Customer communities and the self service revolution

    Many important aspects of the global contact center industry are slowly but surely changing.

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    2
    Oct 22, 2018 What Is Robotic Process Automation (RPA): Unattended, Attended and Hybrid?

    What Is Robotic Process Automation (RPA): Unattended, Attended and Hybrid?

    Robotic Process Automation, or RPA, is a hot topic right now. But what exactly is it?

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    2
    Oct 11, 2018 Verint goes from strength to strength in the APAC region

    Verint goes from strength to strength in the APAC region

    It’s clear that Verint’s enhanced functionality and omnichannel capabilities are like that of no other vendors in the region.

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    Oct 09, 2018 Verint once again confirmed as the number one APAC contact centre application vendor

    Verint once again confirmed as the number one APAC contact centre application vendor

    Verint beats 40 other market players to take the number one position in the combined technology categories that make up the Contact Centre Applications Market.

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    Oct 05, 2018 It’s CX Day—and we celebrate the great differentiator

    It’s CX Day—and we celebrate the great differentiator

    This week we celebrate National Customer Service Week—and today we celebrate CX Day. We are so grateful for our employees on the front lines in Customer Service—they take a...

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    Oct 02, 2018 Celebrating the employees on the front lines of our business

    Celebrating the employees on the front lines of our business

    This week we celebrate Customer Service Week--an annual week-long event that spotlights the people who do an increasingly complex job that presents new, unpredictable challenges every day.

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    2
    Sep 21, 2018 The value of cross-channel voice of the customer

    The value of cross-channel voice of the customer

    A few years back, it seemed forecasters everywhere were predicting the demise of the call centre as self-serve digital channels accelerated up the steep curve of early customer adoption.

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    2
    Sep 12, 2018 Driving Business Outcomes with the Voice of the Customer

    Driving Business Outcomes with the Voice of the Customer

    It starts by integrating this customer insight with operational data that you probably already capture. 

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