Verint CX Automation
Transforming CPG Customer Experiences

Transforming CPG Customer Experiences

In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing business, one thing is certain: customer experience (CX) is vital...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.

Executive Talk: Michael Pace, Pace of Service

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. One...
Critical Tools to Make Outbound Succeed

Critical Tools to Make Outbound Succeed

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient staff, and the overall exasperation of the general public, the...
Map Your Customer’s Journey

Design a Service Experience That Differentiates

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight...
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,...
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...
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...
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,...
Toward a Customer Experience Hub

Toward a Customer Experience Hub

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their...

Three Ways to Future-Proof Your CX

Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...
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...
Filling The Performance Gaps

Inside View: Filling The Performance Gaps

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages. All of...
Uncover the Value of Digital Self-Service CX

Uncover the Value of Digital Self-Service CX

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation is through digital self-service experiences, which empower customers to get...
Create a Branded Customer Service Experience in Your Call Center

Defining the Branded Experience

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions to ask your executive team is, what is the experience...
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...
Four Ways to Turn Delivery Problems Into Good CXs

Four Ways to Turn Delivery Problems Into Good CXs

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into...
Upleveling Contact Center QM to the Analytics Age

Upleveling Contact Center QM to the Analytics Age

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey....
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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the...
Contact Center Pipeline Blog