The New Digital Customer Engagement for the New (Ab)Normal
COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally....
Customer Service Team Appreciation 2020
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped...
Contact Center Pipeline Magazine: Inside Our October 2020 Issue
I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our...
Top 5 Posts in September
The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1...
Changes in Contact Center latitudes, Changes in AI Attitudes
In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by...
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...
Contact Centers Today… A Management Balancing Act
The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where...
Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value
Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center...
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...
Roll with the Changes
In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was...
Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
Verint CEO:
Dan Bodner, President, CEO and Chairman of the Board When Founded:
1994. We just celebrated our 25th year. Describe your company:
As...
Four Proven Practices to Elevate the Impact of Your Online Training
In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping...
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