Verint CX Automation
Revolutionizing Customer Service

Revolutionizing Customer Service

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established itself as a key technology to allow customers to engage...
WiserOwl Helps Global Eyewear Contact Center Save Millions

WiserOwl Helps Global Eyewear Contact Center Save Millions

CHALLENGE Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear. During the time of this case study, company leadership was pursuing strategic initiatives to expand its...
How to Drive Employee and Customer Happiness

How to Drive Employee and Customer Happiness

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future is Now..." Kathleen stresses the importance of agent retention, especially...
The Growing Value of Speech Technology

The Growing Value of Speech Technology

One would think that with all the conversations about chatbots, social, and increasingly video channels, on text and visual communications, that speech, yes voice, is becoming passe for contact centers. But that appears not...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the...
Is It the End of the Cold Call?

Is It the End of the Cold Call?

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t...
Welcome to the Metaverse

Welcome to the Metaverse

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a...
Maximize Call-Back Technology and Thrive!

Maximize Call-Back Technology and Thrive!

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes...
Cloud+Remote=Profits

Cloud+Remote=Profits

The COVID-19 pandemic's disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more...
Four Ways to Turn Delivery Problems Into Good CXs

Four Ways to Turn Delivery Problems Into Good CXs

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in...
Meet Your Future Contact Center Superstar

Meet Your Future Contact Center Superstar

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff. Yet, with the rate of growth in...
Do We Know Clouds (Contact Centers)?

Do We Know Clouds (Contact Centers)?

“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also...
Closing the Customer Service Gap

Closing the Customer Service Gap

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change. Legacy-based contact centers have long operated separately...
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...
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...
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