Verint CX Automation
Mining for Productivity

Mining for Productivity

“Our call centers are extremely busy at the moment, please only call us if your query is urgent.” The past 18 months have seen messages like this become commonplace across consumer-facing websites, shifting from those...
Hungry for Praise

Hungry for Praise

I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this song has been sung by many artists over the years....
Reflections From the Front Line

Reflections From the Front Line

In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution. From how we do business to the overall cultural landscape,...
Improve CX by Celebrating Front Liners!

Improve CX by Celebrating Front Liners!

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s...
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months. Well, this year brings fascinating developments as some of...
Customer Service Team Appreciation in 2020

Customer Service Team Appreciation 2020

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring...
Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...
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 Leadership

Contact Center Leadership

Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was located in Elk Grove Village, Illinois. I find it fitting...
The Employee Experience Movement

The Employee Experience Movement

Today’s customers want more than just products and services. They demand memorable experiences that go beyond simple transactions. Therefore, to meet increasing customer expectations, businesses are investing in strategies that boost the customer experience...
Customer Service Week in the Year of COVID

More Customer Service Week 2020

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their...
Disruptive Disruptors Disrupting

Disruptive Disruptors Disrupting

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to...
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...
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...
Customer Service Week 2020

Customer Service Week 2020 Wrap-Up

We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in...
Helping Agents Helping Customers

Helping Agents Helping Customers

Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?” The COVID-19 pandemia have changed the...
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