Verint CX Automation
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...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think...
Verint Mid Market Solutions

5 Ways Verint Mid-Market Solutions Can Help Your Business

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center. But what if the cost of workforce optimization software exceeds...
Building Customer Trust: 3 Tips That Will Make a Big Difference

Building Customer Trust: 3 Tips That Will Make a Big Difference

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase...
An Executive Interview with Denis Francoeur, Upland Software

An Executive Interview with Denis Francoeur, Upland Software

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...

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...
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...

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...

Top 3 Trends for the Future of Contact Center Training

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...
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...
Customer Experience Perfection Is Easy to Achieve

Customer Experience Perfection Is Easy to Achieve

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex mystery full of unknowns. But the truth is that getting...
Boosting Agent Efficiency with Modern Channels & Automation Technology

Boosting Agent Efficiency with Modern Channels & Automation Technology

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many...

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...
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...
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...
Is Your Contact Center Thriving in the "New Normal”?

Is Your Contact Center Thriving in the “New Normal”?

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new...
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...

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Mark Pereira
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