New research from Shared Services Connected Ltd (SSCL) has found that ‘human touch’ remains crucial to delivering satisfaction to contact centre customers, with nine out of 10 (88%) saying it is important to hear a human voice at the other end of the line. Continue reading Call centres must find ‘sweet spot’ between technology and the human touch
Monthly Archives: July 2018
Verint Recognized as Market Share Leader in Workforce Optimization and Recording Solutions
Verint®, The Customer Engagement Company™ announced that it has again been recognized for its leadership in Workforce Engagement™ solutions. In new research from DMG Consulting LLC, the company is cited as a Workforce Optimization market share leader in the 2018 Contact Center Workforce Optimization (WFO) Market Share Report, which analyzes market share for the 39 worldwide WFO vendors in 2017. Continue reading Verint Recognized as Market Share Leader in Workforce Optimization and Recording Solutions