Verint CX Automation
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...
Pipeline Puzzle

February Pipeline Puzzle: WFMers Love Acronyms!

Tune in on Friday for the answers!
A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm

If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and then we track all of that in real-time and report...
Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing

Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating their cultures, how they hire and manage, and how they...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...
Pipeline Puzzle

January Pipeline Puzzle: Permanent Vacation

Tune in on Thursday for the answers!
Why WFM Matters

Why WFM Matters

After being in WFM for over 15 years I’ve come up with a few answers to “So what do you do?” If I want to sound complicated and shut down the conversation I reply,...
Taking WFM to the Cloud

Taking WFM to the Cloud

The cloud has become a viable, established, reliable, and flexible environment for contact center workforce management (WFM) applications. One that has proven itself during the COVID-19 pandemic. Just ask TrialCard. TrialCard, based in Morrisville, N.C.,...
Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...
Pipeline Puzzle

December Pipeline Puzzle: Time Is on My Side

Tune in tomorrow for the answers!
Gardening the CX

Gardening the CX

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...
The Benefits of Prioritizing Employee Needs

The Benefits of Prioritizing Employee Needs

The unemployment rate for people with disabilities is, according to the United Nations, at and over 50% in industrialized countries alone, meaning organizations are missing out on a significant source of strong talent and...
Enabling Productive Solutions

Enabling Productive Solutions

There continues to be many and, if anything, more and expanded ongoing conversations and examinations on how to ensure contact center agent productivity. For good reason. Today’s business environment is marked with multiple challenges...
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...
WFM+Payroll Working Together

WFM+Payroll Working Together

The job of today’s workforce management (WFM) analyst within a contact center doesn’t look the same as ten years ago. A role traditionally known for getting agents in seats in a cost-conscious way through...
Working with a BPO in a Digital World

Working with a BPO in a Digital World

The use of Business Process Outsourcing (BPO) providers by contact centers has skyrocketed, both due to a frenzied labor market and the explosion of digital channels. With an increasing number of organizations turning to...
Winning Customer and Employee Support

Winning Customer and Employee Support

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin Pulse provides blended digital and live person-based health and wellbeing...
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