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Contact Center Pipeline April Issue - Featuring Employee Advocacy

Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned workforce can help to enhance your company’s reputation and engagement...
Walking the Walk: TD Bank’s New Financial Wellbeing Program

Contact Center Pipeline Magazine: Inside Our August 2022 Issue

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training effectiveness through gamification, interactive training techniques, meeting the new WFH...
Customer-Centric Self-Service

Contact Center Pipeline Magazine: Inside Our September 2021 Issue

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that...
Locating Contact Centers in the New Normal

Contact Center Pipeline Magazine: Inside Our February 2022 Issue

Welcome to the February issue of Contact Center Pipeline. This month, we include a special report on the Biden Administration's Executive Order on Transforming Federal Customer Experience. Our report explains what to expect and...
Should Agents Work from Home?

Contact Center Pipeline Magazine: Inside Our June 2022 Issue

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Now,...
Contact Center Pipeline November Issue

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me...

Contact Center Pipeline Magazine: Inside Our July 2021 Issue

We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture...
QA in an Omnichannel World

Contact Center Pipeline Magazine: Inside Our October 2018 Issue

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight...

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say,...
Customer Service Team Appreciation in 2020

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our technologies, strategies and operational intentions, our agents deliver the professional...

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with...
5 Hot Contact Center Trends

Contact Center Pipeline Magazine: Inside Our August 2017 Issue

It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center...
Contact Center Pipeline August Issue 2020

Contact Center Pipeline Magazine: Inside Our August 2020 Issue

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast...
How to identify the best-fit candidates for your contact center.

Contact Center Pipeline Magazine: Inside Our June 2018 Issue

What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events. And, it is a busy time of year in our...
Welcome to the Metaverse

Contact Center Pipeline Magazine: Inside Our October 2022 Issue

I love celebrations! It is always great when we have an “excuse” to tell people important to us that we appreciate them! Our top “excuse” is here! It is National Customer Service Week. The...
Changing the Business Experience

Contact Center Pipeline Magazine: Inside Our April 2022 Issue

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I...
Improving the Agent Experience, Contact Center Pipeline Magazine, January 2020

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that...
August 2016 issue of Contact Center Pipeline Magazine Agent Appreciation

Contact Center Pipeline Magazine: Inside Our August 2016 Issue

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees and customers. There really are ways that we can impact...
Keeping the Customer Promise

Contact Center Pipeline Magazine: Inside Our July 2022 Issue

While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our July issue covers many of these issues. Customer promises/experiences and staffing...
Planning a Safe Return to Work

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been fortunate enough to know and work with Frank have lost...
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