Contact Center Pipeline Blog

Tune in tomorrow for the answers!

The U.S. Federal Communications Commission (FCC) oversees powerful laws and regulations impacting the call center industry, notably the Telephone Consumer Protection Act (TCPA). So, call...

A wise old farmer and his diligent son lived in the heart of a tranquil countryside, nestled among rolling hills and swaying fields of...

Your customers want and need to be heard and to have our insights gathered, analyzed, and if merited, acted on to enable success for...

The term “intangible” is often described as something that is elusive or challenging to define. On the other hand, “access” is all about finding...

If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end...

Simply put employee experience (EX) is what it feels like to be part of something. Every touchpoint - from the moment someone interviews for...

Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data...

We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for...

Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely...

If customer interactions are the lifeblood of organizations, pumped through their customer engagement hearts, whose muscles are live agents and automated applications, then data...

Welcome to our May issue. Many of the articles this month focus on security and fraud issues in our centers. Take a look at...

In an era characterized by rapid digital transformation and staffing shortages, the importance of data entry and accuracy has become a central pillar in...

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over...

Tune in tomorrow for the answers!

In my last article, “Connecting the Machine and Human” (March 2022 Contact Center Pipeline) I explored the concept of machine learning and its application...

Today’s consumer customers are edgy, impatient, and anxious. Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear...

Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact...

Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of...

I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this...

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer...

Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call...

Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home...

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights...

The drive to help people help themselves is inherent to knowledge sharing. There’s business value in operationalizing knowledge management (KM), sure, in supplying timely...

The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees...

Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and...