Verint CX Automation

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...
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...

Five Essential Skills of Top Customer Service Reps

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they...

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...
Executive Interview with LumenVox Founder & CEO Edward Miller

Executive Interview with LumenVox Founder & CEO Edward Miller

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity...
Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility...

The New Digital Customer Engagement for the New (Ab)Normal

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this always had been the case with millennials and...

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to the Coronavirus. Those organizations that have not had success with...

A Cloud-Based Dialer Checklist

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based...

Rebooting Your Workforce Management Strategy

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents...
A Contact Center Headset is no Longer Just a Headset

Headset Is No Longer Just a Headset

Engineering new premium audio applications for the future of unified communications. Director of Research and Development Jesper Kock explained how headsets have emerged as a key technical and personal interface in unified communications environments. Jesper...
Upskilling Contact Center Agents with Simulation Training

Upskilling Contact Center Agents with Simulation Training

At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase the likelihood of return purchases. On the other hand, negative...
An Executive Interview With OpenText's Alex Martinez

An Executive Interview With OpenText’s Alex Martinez

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. Alex brings 20-plus years of launching innovative products across multiple...
Verint - From Knowledge Management to Knowledge Automation

AI and KM: From Knowledge Management to Knowledge Automation

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent....
Khoros

Transform Your Contact Center from an Expense to a Revenue Source

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often seen as an expensive but necessary line item that should...
Contact Management Database Mistakes to Avoid

5 Contact Management Database Mistakes to Avoid

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact...
Call Center Preparation for COVID-19 Coronavirus

Call Center Preparation for the Coronavirus

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and...
Executive Interview with LiveVox Founder & CEO Louis Summe

Executive Interview with LiveVox Founder & CEO Louis Summe

Those who have been in the contact center industry for a while may recognize LiveVox as a leading outbound dialer. But if you haven’t taken a look at the company lately, you may be...
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...
How to Enable Exceptional Experiences on Each Call

How to Ensure Exceptional Customer Service on Every Call

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his...

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