Verint CX Automation
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 your organization. But these are uncertain times, riddled with angst....
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 in frustration. If it did, your first instinct might have...
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 assessing agent interactions to identify areas of improvement. However, with...
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 these past 15 years. Next, Elaine shares her insights into...
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 within the contact center. The applications of machine learning were...
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 of this large language model (LLM) has been widely discussed...
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 engage with each other. For many businesses, including contact centers...
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 for entire industries. But can you describe a recent exceptional experience...
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 expected to continue, with consumers focusing their spending more heavily...
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 more sophisticated than ever - especially in the technologies employed....
The State of the Contact Center Industry

The State of the Contact Center Industry

Happy 15th Anniversary, Contact Center Pipeline! You’re a teenager now. A lot has changed since you were born. In my world—I help customer service organizations write better email, chat, social media, SMS, and...
Top 10 Blog Posts of All Time

Top 10 Blog Posts of All Time

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent the most popular topics viewed on our blog in our...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...
Climbing Over the CCaaS Obstacles

Climbing Over the CCaaS Obstacles

Artificial Intelligence (AI) is clearly today’s dominant trend in tech, but this wouldn’t be happening without the mega trend that preceded it. That would be the cloud, which is still going strong, and is...
Helping Leaders Helping Agents Helping Customers

Helping Leaders Helping Agents Helping Customers

There are a variety of different ways customers can contact businesses when they have a complaint or concern. In a 2022 survey from Salesforce, 59% of customers said they prefer to contact customer service...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...
Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...
Top 10 Blog Posts of 2023

Top 10 Blog Posts of 2023

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to year, we largely have the same core focuses: our people,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out there it can become quite overwhelming to navigate. Our authors...
What to Know About Large Language Models

What to Know About Large Language Models

Large Language Models (LLMs) and Generative AI (GAI) have monopolized public attention the past few months. And the launch and acquisition of artificial intelligence (AI) programs by a number of large technology companies has...
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