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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
The Human-Touched CX Magic of Conversational AI
Contact centers are paying the price for underinvestment in automation technologies. While centers are increasingly embracing these tools for simpler interactions, they are understandably...
Deploying Generative AI Just Right
Generative AI is finally having its moment. While interest in the field has been steadily growing over the past year, according to Google, search...
The Need to Make the Best Customer Connections
In today’s uncertain, disruptive, social, and highly competitive economy, customer experience (CX) counts, and in more ways than one. Yet providing customers with the...
