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Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...
Key Trends in Agent Productivity

Key Trends in Agent Productivity

Agent productivity is always top of mind for contact center leaders. But particularly so when their organizations are facing economic and business challenges like inflation, demand and cost changes, and impatient high-growth-expecting investors. On...
Denver Work From Home/Hybrid Conference August 16-17

Denver, CO Work From Home/Hybrid Conference August 16-17

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...
How WebRTC Addresses Real World Challenges

How WebRTC Addresses Real World Challenges

Whether it’s polyester leisure suits or rotary phones, times change and preferences evolve. But one thing remains the same: contact center challenges. Modern times mean modern issues. The year 2020 saw the advent of...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...
The Virtual Shift

The Virtual Shift

Unified communications and collaboration (UCC) applications can be considered as the electronic solder that holds the contact center together. These solutions facilitate outside and inside team and management communication over multiple channels. They also...
Staffing in the New Normal

Staffing in the New Normal

Customer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds. Customers increasingly and understandably insist on top quality service for complex and/or high-touch matters that are moving centers to provide...
Winning Customer and Employee Support

Winning Customer and Employee Support

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin Pulse provides blended digital and live person-based health and wellbeing...
The Hiring Game Has Changed

The Hiring Game Has Changed

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future is Now..." Kathleen stresses the importance of agent retention, especially...
Challenging Circumstances, New Approaches

Challenging Circumstances, New Approaches

We can all agree that a lot has changed in a few years. While some of us have tried to hold on to what normal used to look like, others have embraced the new...
“Hearing” and Heeding Today’s Customers

VENDOR ROUNDTABLE: “Hearing” and Heeding Today’s Customers

Customers are arguably edgy in these uncertain times, what with the lingering COVID-19 pandemic, the economy, global and domestic political chaos, and the climate emergency leading to disastrous and too often deadly fire and...
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...
QA and Coaching for Experienced Agents

QA and Coaching for Experienced Agents

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three...
The Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. Contact center associates need to be able to quickly assess where customers are...
Cloud+Remote=Profits

Cloud+Remote=Profits

The COVID-19 pandemic's disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more...
Safely Continuing Customer Contact

Safely Continuing Customer Contact

Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in...
Remote Work Corporate Culture

You Don’t Need To Be On-Premise For Strong Corporate Culture

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t on-site and having someone physically looking over your shoulder that...
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