Verint Boundless
Verint - From Knowledge Management to Knowledge Automation

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just...
Spotlight Q and A

Solutions Q&A: FrontLine Group

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., with...
Why Teamwork Is the Most Important Investment You’ll Ever Make

Why Teamwork Is the Most Important Investment You’ll Ever Make

What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR Cup Series. They’ve each seen their share of the winner’s...

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs. Contact Center Pipeline recently...
An Executive Interview with Kustomer.

An Executive Interview with Kustomer.

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business. Only in business for seven years...

A Q&A with Unymira’s Chris Rall

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an...
Building Your Contact Center Training Team from the Ground Up Thumb

Building Your Training Team from the Ground Up

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid...
How Digital Disrupted Customer Service

How Digital Disrupted Customer Service

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Listening? Yes I Am. Great, Now Act on What You Heard from...

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in which players are locked in a room for one hour...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed...
Association Spotlight: Professional Association for Customer Engagement (PACE)

Association Spotlight: Professional Association for Customer Engagement (PACE)

The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel approach to engaging their customers. For both business-to-business and business-to-consumer...
The Way Customers Communicate with Brands Is Changing

The Way Customers Communicate with Brands Is Changing

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we know it has been transforming at lightspeed. During the early...
Could Your New Seasonal Employee Be a Robot?

Could Your New Seasonal Employee Be a Robot?

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we are still some ways off from having animatronic co-workers and...
Moving Your Business Forward by Moving to the Cloud

Moving Your Business Forward by Moving to the Cloud

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease of use and powerful capabilities, the cloud is proving you...
Taking the Leap to Success in 2022

Taking the Leap to Success in 2022

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure a “successful landing.” Yet there is an immediate imperative to...

AI-Enabled Agent Assessment: Now It’s a Reality

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents...
This 1¢ Piece of Paper Is Costing Your Contact Center Millions

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky...
Seamless Self-Service Starts in the Contact Center

Seamless Self-Service Starts in the Contact Center

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic...
Contact Center Pipeline Blog