Raise Your Voice!

Raise Your Voice!

Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data...
The Future of QA in Contact Centers

The Future of QA in Contact Centers

We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for...
Seeing a Better CX

Seeing a Better CX

Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely...
Managing the Data

Managing the Data

If customer interactions are the lifeblood of organizations, pumped through their customer engagement hearts, whose muscles are live agents and automated applications, then data...
Can Contact Centers Mitigate Fraud Risks?

Contact Center Pipeline Magazine: Inside Our May 2024 Issue

Welcome to our May issue. Many of the articles this month focus on security and fraud issues in our centers. Take a look at...
The Indispensable Role of Accurate Data

The Indispensable Role of Accurate Data

In an era characterized by rapid digital transformation and staffing shortages, the importance of data entry and accuracy has become a central pillar in...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over...
Pipeline Puzzle

April Pipeline Puzzle: Rehumanize Yourself

Tune in tomorrow for the answers!
Demystifying AI

Demystifying AI

In my last article, “Connecting the Machine and Human” (March 2022 Contact Center Pipeline) I explored the concept of machine learning and its application...
Building Connections with Edgy Customers

Building Connections with Edgy Customers

Today’s consumer customers are edgy, impatient, and anxious. Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear...
Transforming the Retail CX

Transforming the Retail CX

Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact...
Keeping Retail on the Road

Keeping Retail on the Road

Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of...
Hungry for Praise

Hungry for Praise

I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this...
Voicing Excellent CX

Voicing Excellent CX

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer...
Time to Take Contact Centers to the Next CX Level

Time to Take Contact Centers to the Next CX Level

Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call...
Using Data to Improve Performance

Using Data to Improve Performance

Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home...
Why Bring SEO and First-Party Data Together?

Why Bring SEO and First-Party Data Together?

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights...
4 Strategies to Grow a Knowledge Sharing Culture

4 Strategies to Grow a Knowledge Sharing Culture

The drive to help people help themselves is inherent to knowledge sharing. There’s business value in operationalizing knowledge management (KM), sure, in supplying timely...
What Is The New Normal?

What Is The New Normal?

The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees...
Correct the Tech

Correct the Tech

Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and...
Reimagining the Contact Center

Reimagining the Contact Center

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities...
Making the Modern Contact Center

Making the Modern Contact Center

The market shift to a cloud-based contact center, also known as contact center-as-a-service (CCaaS), is still growing even with a post COVID-19 pandemic economic...
Loyalty Starts with Strong CX

Loyalty Starts with Strong CX

Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are...
Where to Call and Contact?

Contact Center Pipeline Magazine: Inside Our April 2024 Issue

As I sit here reviewing the April issue prior to publication, I marvel at all the external factors affecting our centers today. Since the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

At the top of our most read blog posts in March is Leslie's insightful article on how to incorporate checking applicants' writing skills (a...
Reflections From the Front Line

Reflections From the Front Line

In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution....
Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become...