July 2015

Using Customer Insights to Drive Engagement

Contact Center Pipeline Magazine, July 2015
Table of Contents

Feature
Using Customer Insights to Drive Engagement
By Susan Hash
Key takeaways from Engage 2015, Verint’s Global Customer Conference.

Agility Factor
Outbound Calling in Today’s Contact Center
By Jay Minnucci
How are contact centers using outbound calling? Findings from our recent poll provide an interesting view.

Execs in the Know
Harness the Power of NLP and Machine Learning
By Susan McDaniel
NLP and machine learning have the potential to create meaningful and efficient customer engagements.

Idiom Insights
Punctuality Is the Soul of Business
By Kathleen Peterson
Position punctuality as a value that is held near and dear to individual agents and to the organization.

Inside View
Pacific Life
By Susan Hash
Investing in employee development and engagement paves the way for world-class service delivery.

Leading Thoughts
Creating Great Agent Experiences
By Jeff Canter
Quality customer journeys drive quality agent journeys.

Management ROI
Do Your Customers Hate Your IVR?
By Chris Lehrman
Quick and effective fixes to improve the customer experience.

Speech Analytics
One Call, That’s All
By Scott Bakken
Leverage speech analytics to identify first-call resolution barriers.

Tech Line
The Secrets to Technology Success
By Lori Bocklund
Lessons learned from the trenches that will give you a leg up on implementation, testing, monitoring and support.

The View from the Saddle
The Orbit City Throw Down: Spacely Sprockets Vs. the Contact Center
By Paul Stockford
“The Jetsons” foreshadowed some of the most important innovations in the contact center industry today.