Verint CX Automation
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 a way to enter a particular domain. In today’s Healthcare...
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...
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 helps identify what customers need or want from your brand...
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 to try new products and their purchases have a higher...
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 customer experience (CX), employee experience (EX), compliance, cost management, and...
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...
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 of disease and also crime, coping with extreme, dangerous weather,...
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 packages for a vast range of items. At the point of...
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 experience (CX) journey. And while CX pioneers constantly allude to the...
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 centers to contact centers is said to have begun in...
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 gained from SEO practices with the valuable information collected through...
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...
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 most necessary requirement, particularly in today's landscape) in your hiring...
2024 State of the Contact Center

2024 State of the Contact Center

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact...
A Passion for Customer Engagement

A Passion for Customer Engagement

Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine that has been a proven resource for industry news 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...
Social(izing) the Experience

Social(izing) the Experience

The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need. However, many large brands struggle to retain agents, which negatively...
Flying Through the Turbulence

Flying Through the Turbulence

The ability of contact centers to provide an excellent customer experience (CX) is being buffeted by two key winds of change. Challenges in attracting and retaining quality staff. Meeting the needs of the new generation of...
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