Verint CX Automation
Using Customer Journey Mapping to Collect Customer Service Feedback

Customer Experience: Collecting Meaningful Feedback

As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be...

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that...
The Rising Importance of Contact Centers

The Rising Importance of Contact Centers

Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion from people in the C-suite. The truth is many executives...
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...
The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great...

Executive Talk: JoAnn Morency, NECCF and Commerce Bank

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at Commerce Bank. In this Executive Talk session, JoAnn tells me...

Inside View: Annette Franz, CCXP

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a...
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we understand.” “Try our bank for a little while, and if you...
Making Delight Intentional

Making Delight Intentional

Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little more time on the phone or chat may provide big...
The Risks, Consequences, and Solutions to Attrition

The Risks, Consequences, and Solutions to Attrition

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and...
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...
Map Your Customer’s Journey

Map Your Customer’s Journey

Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to perform everything from initial research to the final transaction means...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Janet LeBlanc: Our December 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. Area of Expertise: Customer-centric leadership, CX journey analysis,...
Meet Your Future Contact Center Superstar

Meet Your Future Contact Center Superstar

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff. Yet, with the rate of growth in...
Old phone showing death of customer service hotline

Why Customers Must Be Allowed to Speak to Your Company

One of the best, most insightful articles on customer service I’ve read in some time - one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low...
The One and Done Story

The One and Done Story

“One and Done” is one of many monikers used to identify the importance of meeting and completing the customer’s objective on the first contact. Agents might be resolving a chat, email, or phone inquiry;...
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...
CX Disaster Recovery Customer Experience

No Excuses for Poor Disaster CX

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation...
Analyzing the Analytics

Analyzing the Analytics

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing...
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