To drive First Contact Resolution (FCR), organizations must pivot from compliance-heavy checklists to outcome-driven QA metrics that prioritize proact…

Take your contact center from "good" to "great" by implementing iterative growth strategies and leveraging call center QA to move beyond transactional…

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent eng…

Unlock the full potential of your customer insights by designing strategic post-interaction surveys and integrating them with call center QA to drive …

Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase e…

Equip your contact center agents with the language, tactics, and service recovery framework they need to turn frustrated customers into loyal ones, an…

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance visibility and coaching found…

Deliver consistent CX across phone, chat, email, and social by unifying customer profiles, orchestration and knowledge, and using call center QA to co…

Unlock superior customer experience by creating meaningful channels for agent feedback and incorporating frontline insights into your CX strategy, tra…

Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent development impact, moving b…

Learn proven de-escalation techniques and best practices that transform high-stakes customer escalations into resolution opportunities while strengthe…

Discover how regular, constructive feedback transforms call center QA from a compliance function into a powerful driver of agent development, continuo…

Transform your call center QA program from a punitive tool into a strategic asset by implementing coaching methodologies that drive agent development …

Embed a customer-first mindset in your call center by aligning metrics, empowering agents, and using Call Center QA to build a culture that drives las…

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to drive continuous agent d…

Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and strategically uses Call Center …

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, efficient customer experienc…

Effective call center coaching techniques will turn call center QA insights into action, boosting agent performance, FCR, and CSAT, while elevating cu…

Deliver consistent omnichannel CX by unifying customer profiles, orchestration and knowledge, and using call center QA to coach behaviors that reduce …

Boost customer experience (CX) ROI by using call center QA and psychometrics to tie training-driven behavior change to measurable business outcomes, l…

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, fewer repeat contacts and…

Call centers should us customer feedback from surveys, analytics, and QA to create targeted training and development programs that directly improve ag…

Empathy is the performance engine of modern contact centers. When taught through targeted training, reinforced by coaching, and embedded in call cente…

If CX is the promise, agent resilience is the fuel that powers call centers to deliver on it. Yet, burnout remains a chronic issue that requires a eff…

Psychometrics enables data-backed CX and call center QA strategies that are actually tied to real business metrics.

A guide to creating a structured CX quality monitoring program that evaluates agent interactions, ensures consistency, and drives continuous CX improv…

Evaluating and training agents on handling difficult customers should be part of every call center QA program because the right skills can turn a nega…

BPA Quality, which has a long and successful legacy in the field, announced the rebranding of its proprietary call center QA software, from Quality Pl…

Understand best practices for onboarding new call center agents as part of a broader CX management plan, with a focus on strategies strategies for bui…

Call Center training should be part of a broader CX management strategy and can deliver real financial benefits when not overlooked as a necessary evi…

A well-designed and consistently executed CX quality monitoring program is integral to a successful customer experience management strategy.

The key to customer service success lies in carefully selecting and tracking key metrics that provide actionable insights into your performance, as pa…

Having a comprehensive Customer Experience Management plan for your contact center is a key part of measuring and improving the success of your custom…

Verint Process Assistant decreases onboarding and training costs and time by overlaying existing business processes with automated guidance and script…

Call tracking is an effective customer service, marketing, and sales tool.

BPA Expert Call Center Quality Assurance and Independent Analysis allows organizations to focus on coaching and feedback trends instead of listening t…

This week, Verint announced the arrival of its patent-protected Automated Verification solution providing organizations with end-to-end health of comm…

The words call center agents use can make the difference between escalating an already bad situation and calming a disgruntled customer. And they can …

Customer experience is a key driver of loyalty, and lots of things - including employee engagement - contribute to building positive CX.

Voice biometrics is the solving customer experience problems by creating a faster and more efficient authentication process for the everyday customer.

Why quality monitoring matters. And what matters you'll need to address to make it work for you.

BPA offers Human Factor training for call center agents and leaders. It allows for quality assurance and continuous improvement.

How to delight customers - or just satisfy them, which may be completely fine.

Getting your auto-attendant and IVR prompts voiced by a professional not only *might not* be a bad idea - it's an astute move that will inform your ca…

The 2018 Workforce Management (WFM) Systems Market report was released by Pelorus Associates this week, awarding Verint with the top ranking in overal…

Contact center operations should also consider using automated scheduling, biometric verification, and chat to make for more hospitable customer servi…

The 2018 Workforce Management (WFM) Systems Market report was released by Pelorus Associates this week, awarding Verint with the top ranking in overal…

The challenge of complying with the European Union's General Data Protection Regulation is about more than simply safeguarding user data through encry…

Monitoring solutions - particularly those that employ natural language processing, and have the ability to understand and allow call center managers t…

Surveys can be useful. But real-time speech analytics can provide more immediate voice of the customer feedback.

Knowing what to expect based on relevant available data can be very beneficial in the call center.

Speech analytics can go a long way toward driving improvements in contact center environments. But that's not all.

Verint - which will be a presenter at The Future of Work Expo - has enhanced its self-service Community solution.

A recent report from Dimensional Research and Squelch indicates that most customer support people want to do a good job, but may struggle to do so usi…

Verint Systems announced an expanded partnership with Microsoft, joining the One Commercial Partner Program. Membership makes for co-sell ready status…

Call centers tend to be very controlled environments that seem to exist to meet key performance indicators. There are several best practices these fac…

Use mobile channels, social media, your own website to tell your story, demonstrate your value proposition and customer success stories, and engage wi…

The most important time for companies and their employees to receive and respond to customer feedback is when the customer is right in front of them.

Hiring good people, outfitting them with the right tools and training to get the job done, and supporting them by creating the right culture and posit…

Quality assurance can provide contact center agents with the guidance they need to treat customers respectfully, address their needs efficiently, and …

First call resolution is an important term. It's also a somewhat muddy one. But organizations that can get FCR right stand to clean up big time.

Showing customers love by providing them with great products and service starts as an inside job. Businesses need to create the policies and processes…

Speech analytics systems can boost contact center operational efficiency.

In addition to providing emergency call center personnel with ease-to-use interfaces and appropriate and targeted questions to ask, organizations also…

Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.

To deliver better CX, organizations should look at the user experience their individual processes and systems - like their interactive voice response …

You can use automation - and artificial intelligence, machine learning, and natural language processing -to support such efforts - on the front and ba…

From a business standpoint, the most fundamental and important piece of unstructured data is text, and organizations have the potential to harness the…

Verint Systems Inc. today got top marks in DMG Consulting's report on intelligent virtual agent solutions. The supplier also recently received a handf…

The opportunities for artificial intelligence to enhance productivity and influence the future of work seem to be limitless. One place businesses are …

First contact resolution is a good metric for gauging the extent to which an organization is easy to do business with. But what exactly is FCR and how…

Why do so many people love Costco? Why do brands pay athletes and actors to push their products? The same reasons that agents need to keep it simple a…

While the contact center wrestles with meeting modern customer expectations and compliance requirements, there is a brave new world ahead. Offering a …

Verint has shown a commitment to equipping the contact center with the tools required to meet the rigorous demands of customer service. The workforce …

The call center is the front line for customer service, serving as a typical initial point of contact. Each interaction poses the opportunity to build…

Businesses can leverage AI-based solutions to capture and identify important words and phrases in all their interactions with customers. That can help…

Businesses can employ an array of call center technology to help agents carry the heavy load. At the same time, these organizations can meet their bus…

The Canada Revenue Agency has been working to ensure Canadian citizens get the help they need when they reach out to one of the CRA's call centres. An…

When sales and service questions become complex or emotional, people still prefer speaking to a human being than to a chatbot. Learn why emotional con…

Whether a contact center agent is on the other side of the world or just miles away, they need help getting and staying up-to-speed on business tools …

Data mining and predictive analytics can help contact centers identify and recruit the best possible candidates. And they can enable a contact center …

BPA Quality offers tips on how to deal with "grudge customers".

Many organizations measure certain call center-related behaviors. Yet, if you ask them why, they aren't sure why they have chosen those particular met…

Call recording and review can go a long way toward improving agent performance and customer experiences, realizing the desired business outcomes, in c…

Artificial intelligence and automation are awesome. But as we adopt AI and create policies and processes that can be triggered without human intervent…

The Veterans Affairs Department (VA) is trying to solve the ongoing crisis of millions veterans committing suicide through its REACH Vet program.

With some work and the right tools, you can create reports to help your business uncover what's going on in your contact center.

Tips agents should consider to improve call center interactions and become better representatives.

Contact centers that embrace analytics can reduce their operating costs while keeping customer satisfaction levels high.

Artificial intelligence and sentiment analytics, for example, can flag key words and phrases uttered by callers in contact center environments, and id…

The always-connected and, thus, empowered consumer has elevated customer service expectations. That's why call centers are becoming contact centers, m…

Companies are always looking for ways to enhance customer experience. Over 200 senior marketing managers contributed to a survey regarding quality ass…

However, there are a few ways that call centers using remote workers can address poor call quality so it doesn't become a major barrier. Call centers …

Analytics can help businesses better understand their customers. That can enable them to better staff their contact centers, better outfit their field…

Call center improvement hinges on understanding key goals, mapping KPIs to those goals, knowing where you are and where you need to go, and creating a…

Psychometricians analyze call center data to help you better understand human behavior.

Contact centers commonly record conversations with customers. But, a far fewer number of those organizations make use of those recordings to improve t…

A quality assurance program can help ensure your call center is delivering the level customer experience it desires. Of course, no one has unlimited r…

Businesses are increasingly moving their applications to the cloud. Artificial intelligence, cloud-based contact centers, and customer experience toge…

Speech analytics detect patterns in live or recorded conversations. There's lots of value in calling out this kind of detail.