Verint

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own...
Underutilized Metrics

CRM and the Contact Center

If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...

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 Benefits of Wireless Audio in the Contact Center

Focus on Well-Being: The Benefits of Wireless Audio

Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount...

Make Contact Center Technology a Strategic Tool

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be...
Training Aligned

Don’t Shortchange Technology Implementation

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...
Fraud Prevention in the Contact Center

Fraud Prevention

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...
contact center cloud solutions need statement of work

Cloud-based Solutions Need a Good SOW

The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...
Digital Colleagues: Friend or Foe?

Digital Colleagues: Friend or Foe?

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...
Contact Center Analytics in Action: Using VoC to Create a Better Experience

The Straight Scoop on Contact Center Analytics

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...

Things I Wish Someone Would Invent

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...
Cloud Ushers in New Rules for Contact Center Technology Selection

Cloud Ushers in “New Rules” for Technology Selection

Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...
Let's Chat about Chatbots

Let’s Chat About Chatbots

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
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...
2018 Contact Center Technology Survey Reveals Critical Needs

2018 Contact Center Technology Survey Reveals Critical Needs

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
Navigating the Call Center Agent Desktop

Chart a Clear Course for Technology Selection

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some...
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