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2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...
Khoros

Transform Your Contact Center from an Expense to a Revenue Source

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often...

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....

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...
Contact Center Pipeline Wall of Fame

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...

Automation: The Contact Center’s Grocer

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes...

Important Trends in Workforce Management Technology

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

The Long and Winding Road

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something...

Accomplishing Call Center Transformation with Unified Communications Softphones

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer...

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,...
Verint - From Knowledge Management to Knowledge Automation

AI and KM: From Knowledge Management to Knowledge Automation

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

Three Major Predictions for the 2020 Contact Center

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

It’s Time to Get More Out of Data

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...

Take Self-Service Up Another Notch

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...

The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
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...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...