Verint

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...
Ryan Lester, LogMeIn, Sponsor Q&A

Executive Interview with LogMeIn’s Ryan Lester

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

Predictive CX Trends for Both Customer and Business Success

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...
CallShaper

Why Online Scripting Is So Important to Your Call Center Success

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...
Will TRACED Mean the End of Robocalls in 2020?

Will TRACED Mean the End of Robocalls in 2020?

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If...

The Contact Center Trends to Watch Out for in 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...

Three Major Predictions for the 2020 Contact Center

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

Contact Center 2020: Yesterday and Today

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...
Sponsor Q&A with Bob Wienholt

Executive Interview with Bob Wienholt, CEO of CallShaper

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent....

It’s Time to Get More Out of Data

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

Analytics Coming of Age

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached...