Staying on the Same Wavelength

Staying on the Same Wavelength

The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints....
How to Deliver a Healthy Patient Customer Experience

How to Deliver a Healthy Patient Customer Experience

Fully remote, direct-to-patient (DtoP) contact centers - linking patients at home with agents at home - are becoming an increasingly popular way for healthcare...
Learning from the Customers

Learning from the Customers

The products and services that customers seek from companies – the features, pricing, delivery, and marketing - continue to change. Along with the technologies,...
Decoding The Solution Options

Decoding The Solution Options

As companies continue to search for ways to cut costs and improve customer experience (CX), self-service solutions have become increasingly popular. Conversational AI applications...
Energizing the CX

Energizing the CX

With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience...
Working With Consultants

Contact Center Pipeline Magazine: Inside Our June 2024 Issue

I love our June issue. There are so many articles this month offering great advice on how to give our customers better service. If...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on...
Pipeline Puzzle

May Pipeline Puzzle: Workforce MATHement

Tune in tomorrow for the answers!
Unpacking the Recent FCC Rulings

Unpacking the Recent FCC Rulings

The U.S. Federal Communications Commission (FCC) oversees powerful laws and regulations impacting the call center industry, notably the Telephone Consumer Protection Act (TCPA). So, call...
Taking the VoC Road

Taking the VoC Road

A wise old farmer and his diligent son lived in the heart of a tranquil countryside, nestled among rolling hills and swaying fields of...
Hearing (and Understanding) the Customers

Hearing (and Understanding) the Customers

Your customers want and need to be heard and to have our insights gathered, analyzed, and if merited, acted on to enable success for...
The Intangible Value of Healthcare Access Centers

The Intangible Value of Healthcare Access Centers

The term “intangible” is often described as something that is elusive or challenging to define. On the other hand, “access” is all about finding...
Better Automation Makes Better Agents

Better Automation Makes Better Agents

If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end...
How to Win Agents’ Minds and Hearts

How to Win Agents’ Minds and Hearts

Simply put employee experience (EX) is what it feels like to be part of something. Every touchpoint - from the moment someone interviews for...
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...