Man and Machine: How Technology Is Changing Our Expectations and Behaviours at Home and at Work

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Debate about the role of automation in the workplace has raged for years. The first major study on the subject was conducted in 2013 and it suggested that artificial intelligence and robots could threaten 50% of jobs in the U.S.

A few years later in 2018, the OECD released a more detailed report suggesting that just 14% of jobs in OECD countries were “highly automatable”. Earlier this year, the Office for National Statistics analysis suggested … Read More

Human Touch in the Age of Convenience

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If consumers have a question or a problem, they want it dealt with now. Our global research of more than 34,000 consumers across 18 countries shows if consumers cannot get what they want or an answer to a question, they are more than happy to switch to the nearest competitor. 

Loyalty and customer retention continue to decline globally, as just 44% of consumers say they have been with their service providers for three years or … Read More

2019 Trends for Contact Centers with Cloud Solutions

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A recent study found new technologies and sourcing options, like the cloud, have created great opportunities and some confusion for contact center leaders. Call centers are experiencing several real and perceived obstacles to cloud transformation, such as access to desired features, security and reliability, ease of migration, and integration with existing technology and applications.

Let’s take a look . . .

  1. Don’t Settle for Feature Limitations 

In a survey of contact center leaders, … Read More

Verint Only Vendor Recognised by Gartner both CRM Customer Engagement Center and Workforce Engagement Management.

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Verint, announces its inclusion in Gartner, Inc.’s Magic Quadrant for the CRM Customer Engagement Center* (CEC) report, published June 11, 2019, by the research and advisory firm. In addition to being recognized in this report, the firm also named Verint a Leader in its Magic Quadrant for Workforce Engagement Management** (WEM) research earlier this year.

In the June CEC report, Verint was evaluated on 15 criteria across two key areas—ability to execute and completeness of … Read More

The Next Evolution of Desktop Analytics

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Desktop Analytics solutions are veterans of the call center industry, having been around for close to 10 years. However, new features are enabling organizations to leverage the insights captured in new and exciting ways.

Fundamentally, Desktop Analytics has three core capabilities:

  1. Capture activity and application use directly from the employee desktop without any integration with the systems and applications being used. This is handy, especially in back offices where legacy systems make it difficult to
… Read More