Analyst Report

North American Employee Engagement in the Contact Center Industry

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The disruption of the last few years has shone a spotlight on customer and employee behavior, forever changing the way businesses engage with both. Frost & Sullivan points out that the contact center industry, in particular, has been hit with twin challenges of responding promptly to a fast-changing consumer base and the need to rapidly move agents to work at-home models. In an industry with high employee turnover, the necessity to engage and retain employees has reached an all-time high.

Frost & Sullivan’s Customer Value Leadership Award recognizes the company that offers products or services customers find superior for overall price, performance, and quality. Verint earned the Frost & Sullivan’s 2022 North American Customer Value Leadership Award in employee engagement for contact centers industry. This report breaks down the various aspects of Verint as a company, and in particular ranks aspects of Verint® Intelligent Interviewing™ including:
  • Customer Ownership Experience
  • Price/ Performance Value
  • Customer Purchase Experience
  • Customer Service Experience
  • Customer Acquisition
  • Brand Equity

Download the report and learn how Verint Intelligent Interviewing applies predictive analytics to automate elements of the interviewing process to find the best candidates.



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