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Contact Center Pipeline Magazine: Inside Our December 2017 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very Happy New Year. I truly appreciate all of our subscribers, sponsors,...
Contact Center Pipeline Magazine: Inside Our November 2017 Issue

Contact Center Pipeline Magazine: Inside Our November 2017 Issue

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is...

Contact Center Pipeline Magazine: Inside Our October 2017 Issue

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as...
Contact Center Pipeline September 2017 Issue

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been...
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...
Creating Career Paths for Call Center Agents

Contact Center Pipeline Magazine: Inside Our July 2017 Issue

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the Vice President of the Global Service Cloud Practice for Bluewolf,...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Contact Center Pipeline Magazine: Inside Our June 2017 Issue

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had...
Contact Center Agent Retention

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and...
Planning for a Disaster in the Contact Center

Contact Center Pipeline Magazine: Inside Our April 2017 Issue

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us...
Contact Center Pipeline Magazine March 2017

Contact Center Pipeline Magazine: Inside Our March 2017 Issue

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than that!! We built a Web site with no content and...
Contact Center Pipeline Magazine Inside Our February 2017 Issue

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and appreciation to your follow co-workers, friends and family. February also brings...
Contact Center Pipeline Magazine Inside Our January 2017 Issue

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry's top priorities and challenges for 2017,...
On the Road to Customer-Centricity in the Contact Center

Contact Center Pipeline Magazine: Inside Our December 2016 Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. Thank you for...
Supporting Digital Natives

Contact Center Pipeline Magazine: Inside Our November 2016 Issue

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes,...
The Digital Workplace

Contact Center Pipeline Magazine: Inside Our October 2016 Issue

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues;...
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...
How to Build a Great Culture

Contact Center Pipeline Magazine: Inside Our July 2016 Issue

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One thing that these centers have all had in common is...
Upgrade the Contact Center Self-Service Experience

Contact Center Pipeline Magazine: Inside Our June 2016 Issue

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and...
Contact Center Pipeline Magazine May Issue

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

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They won’t waste your time trying to sell you a bunch...
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