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Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background noise. Next up, Rebecca explains how AI can aid our...
How to Drive Employee and Customer Happiness

How to Drive Employee and Customer Happiness

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...
How AI Can Combat Staffing Challenges

How AI Can Combat Staffing Challenges

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing...
How to Create a Lasting Human Experience

How to Create a Lasting Human Experience

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...
Turning the Tide with Trust

Turning the Tide with Trust

In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; it’s quite the...
Hearing the Need for Audio Quality

Hearing the Need for Audio Quality

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...
Enabling Productive Solutions

Enabling Productive Solutions

There continues to be many and, if anything, more and expanded ongoing conversations and examinations on how to ensure contact center agent productivity. For good reason. Today’s business environment is marked with multiple challenges...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...
Breaking the Cookie Habit

Breaking the Cookie Habit

For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues,...
Comparing Contact Center Insourcing Strategies

Comparing Contact Center Insourcing Strategies

My company, TransUnion, is a global credit information services provider which operates in dozens of countries around the world. TransUnion provides both regulatory-defined and fee-oriented services to consumers in those markets. We are a...
Denver Work From Home/Hybrid Conference August 16-17

Denver, CO Work From Home/Hybrid Conference August 16-17

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...
The Need for AI in Contact Centers

The Need for AI in Contact Centers

The contact center industry has battled various challenges over recent years, such as high employee turnover, low first contact resolution rates, an excessive number of technology tools flooding the workplace, and the resultant customer...
An Executive Interview with Denis Francoeur, Upland Software

An Executive Interview with Denis Francoeur, Upland Software

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...
NECCF

21st Annual NECCF Conference & Expo

What a great time we had at the NECCF event at Gillette Stadium. It was so fun to participate and see our friends again from MaineHealth, Virgin Pulse, Citizen’s, VSP and so many other...
CX: The Key to Driving ROI

CX: The Key to Driving ROI

In today’s marketplace, challenges are on the rise. Between increased competition, the workforce shortage, and inflation surging to a record 40-year high, businesses simply can’t afford to add customer churn to the mix. Yet,...
Tuning into Video

Tuning into Video

Customer experience (CX) is now a make-or-break proposition for businesses. In fact, 73% of customers point to experience as a primary factor in their purchasing decisions, just behind price and product quality. A positive,...
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;...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...
Building a Win-Win Customer Strategy

Building a Win-Win Customer Strategy

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where they want, from traditional call center channels to websites and...
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