Verint CX Automation
The Power of Cross-Industry Benchmarking

The Power of Cross-Industry Benchmarking

Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just...
The Irony of CX … Vision or Hallucination?

The Irony of CX … Vision or Hallucination?

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...
Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning

In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought. To paraphrase...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...
Augmenting The Workforce

Augmenting The Workforce

Across the board, workforce participation remains below pre-COVID-19 pandemic levels. According to the U.S. Chamber of Commerce, 1.7 million Americans are missing from the...
The Keys to WFM Success

The Keys to WFM Success

WFM aka workforce management, is often described as the art and science of finding the right amount of staff for our projected interactions. The...
10 Reasons Why WFM Deserves a Better Name

10 Reasons Why WFM Deserves a Better Name

Workforce management (WFM) software was developed in the 1970s. It grew from a mainframe product into computer software and eventually became a cloud service....
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through...
2025 Trends in WFM

2025 Trends in WFM

I used a roundtable approach in writing this to collect input from a group of friends. Workforce management (WFM) doesn’t fundamentally change year-over-year, which...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...
Improve Productivity, Improve ROI

Improve Productivity, Improve ROI

In an era of labor shortages and high wages, contact center managers have a compelling need to prioritize employee productivity. But in today’s contact...
Lifting Agility

Lifting Agility

In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation...
Overcoming the Workforce Challenges

Overcoming the Workforce Challenges

Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the...
Yes, There’s an App For Mobile WFM

Yes, There’s an App For Mobile WFM

Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

Throughout July, our readers have been deep-diving into WFM solutions with Brendan's 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an...
Pipeline Puzzle

July Pipeline Puzzle: Signal to Noise

Tune in tomorrow for the answers!
Contact Center Pipeline Blog