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Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our very first issues of the magazine back in 2008. Just...
'Golden' Rule of Customer Service

‘Golden’ Rule of Customer Service

It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something...
Enabling Excellent Omnichannel Experiences

Enabling Excellent Omnichannel Experiences

Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient and easily accessible: which plays a prominent role in creating...
Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility...
How to Enable Exceptional Experiences on Each Call

How to Ensure Exceptional Customer Service on Every Call

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

Fixing the IRS’s Troubled Customer Service (From the SPECIAL REPORT)

Fixing the IRS’s Troubled Customer Service According to the White House, some 240 million individuals and businesses file tax returns every year. And help with those issues drives in millions of calls to the Internal...
The Tone of Voice is Everything

The Tone of Voice is Everything

At my first call center job, I learned the ropes and learned the most that I could from my trainers, team leaders, mentors, and neighbors. I recall listening to my colleague who sat in front...
The Future of Contact Centers?

The Future of Contact Centers?

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover. Yet to keep delivering excellent customer service and support and making sales, centers must...
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