Verint Boundless
Customer Segmentation in the Contact Center

Why You Need to Perform Customer Segmentation at Your Contact Center

You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your customers. Why offer so many choices? A one-size-fits-all approach to...

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...

Why the Call Center Was Already Collapsing—Even Before COVID-19

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers...

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...
NorthEast Contact Center Forum

The Largest Call Center Association in the NorthEast!

Have you heard about the largest Call Center Association in the NorthEast? You may not be familiar with the NorthEast Contact Center Forum (NECCF), but you should absolutely get this incredible regional organization on...

Executive Interview with ProcedureFlow

I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. In a nutshell, their mission is to make our contact center employees...

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...

Executive Interview with MusicWorks’ David Sandler

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings...
Jabra

How to Get the Best Headsets for Amazon Connect

If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your...
The 4 Steps to Replacing a Contact Center Coaching Program

The 4 Steps to Replacing a Stale Coaching Program

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions...
Is Cost of Performance the Undiscovered X Factor?

Is Cost of Performance the Undiscovered X Factor?

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money. Contact Center Pipeline recently spoke with Robert about how...

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...
Businesses of All Sizes need Good Customer Service from the Contact Center

Why Size Doesn’t Matter: No Business Is Too Small to Care about Customer Experience

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying...
The Operational Data Your Wallboard Solution Needs

The Operational Data Your Wallboard Solution Needs

Data is key to running any successful business. The more information you have about your team, marketplace, and customers, the more effective you will perform. As the world becomes more digitized, the data volume...
How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

Big data analytics is about to explode, marking a watershed moment for contact centers. There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations,...
3 Technologies to Drive Peak Performance of Your Contact Center

3 Technologies to Drive Peak Performance of Your Contact Center

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)? Join me...
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...
Improve Contact Center Performance with Global Analytics-Driven Routing

Improve Contact Center Performance with Global Analytics-Driven Routing

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to...
Employee Experience in the Contact Center

Employee Experience in the Contact Center

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving brand loyalty and equity. Often neglected however, was the agent....

Redefining the Work Experience

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies. A Stanford University study found that...
Contact Center Pipeline Blog