Verint CX Automation
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 Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random...
Four Stages of Customer Engagement

Understanding the Four Stages of Customer Engagement

Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open...
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...
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,...
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...
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;...
Sponsor Wall of Fame

Meet our December Wall of Fame Sponsor: 2Ring

Company 2Ring CEO/Founder Ondrej Smolar Founded 2001 Describe your company 2Ring is an independent software vendor focused on innovative enhancements for many of the major contact center platforms (Amazon, Cisco, Five9, Genesys). 2Ring solutions always provide...
Managing the New Normal Workforces

Managing the New Normal Workforces

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times. But ensuring that critical task is accomplished successfully appears to...
Businesses of All Sizes need Good Customer Service from the Contact Center

Why Size Doesn’t Matter: No Business Is Too Small to Care about Customer Experience

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying...
Moment of Truth in the Contact Center

The Moment of Truth

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first...
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...
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,...
Treat Technology Partnerships Like a Marriage!

Treat Technology Partnerships Like a Marriage!

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in that article underscored the value and importance of working together,...
Taking Service to the Next Level

Taking Service to the Next Level

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the...
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,...
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...
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...
Adjusting Strategies in the New Normal

Adjusting Strategies in the New Normal

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt...
Look Beyond Post Call Surveys to Measure Customer Experience across Multiple Touchpoints

Look Beyond Surveys to Measure Customer Experience

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that spans multiple touchpoints? “Keep in mind that customer surveys are...
Contact Center Pipeline Blog