INDUSTRY INSIGHTS YOUR PEERS ARE READING
We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Customer Experience General Multi-channel Contact Center Agent Empowerment Awards CEU Customer Magazine inContact MAX My Agent eXperience MORE
On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Verint Monet with a 2019 Product of the Year Award,” said Rich Tehrani, CEO, TMC. The post Verint Monet Receives 2019 CUSTOMER Magazine Product of the Year Award appeared first on Monet Software. Verint Monet WFO Honored for Exceptional Innovation and Quality. TMC , a global, integrated media company, has named Verint Monet WFO as a 2019 CUSTOMER Product of the Year Award winner. MORE
Each quarter through a webinar, infohub and digital magazine, we’ll take an in-depth look at the freshest insights and biggest innovations in AI across the world. After a lot of hard work behind the scenes, we’re excited to finally launch Nuance IQ—the home of AI innovation. MORE
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning. MORE
Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue! MORE
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for growth and renewal. What’s better than empowering and engaging our agents to achieve growth and renewal? FEATURE ARTICLE […]. Inside The Issue call center contact center MORE
The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. MORE
What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. MORE
It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, we’re offering a Summer Sale. MORE
He’s been named of TIME magazine’s “100 Most Influential People in the World,” as well as being honored by Vanity Fair ‘s New Establishment List, which identifies the top 50 of an innovative new breed of buccaneering visionaries, engineering prodigies and entrepreneurs. MORE
Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides! MORE
Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We MORE
Inovação também é uma ferramenta para engajar os colaboradores da empresa. Em sua nova ferramenta de gestão da força de trabalho, a Teleopti, fornecedora de soluções focada em telecomunicações, apostou na motivação pela diversão. A WFM 8, além da característica móvel, traz recursos de gamificação MORE
48 Forty years later, Bridgewater has made more money for its clients than any other hedge fund in history and grown into the fifth most important private company in the United States, according to Fortune magazine. In this One Win Book Review, we take a look at Principles by Ray Dalio. MORE
Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. MORE
In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. MORE
All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product. MORE
I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. MORE
Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! MORE
Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. On behalf of TMC and CUSTOMER magazine , I would like to congratulate all of the 2018 Workforce Optimization Innovation Award winners,” said Rich Tehrani , CEO, TMC. The post Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award appeared first on Monet Software. MORE
On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […]. MORE
Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount. Improving engagement was a […]. Inside The Issue MORE
Theresa Cramer, The post Concentrix Honored with Two Speech Technology Magazine Awards appeared first on Concentrix. 2019 People’s Choice for IVR/Visual IVR and AI/Machine Learning Solutions “The voters turned out in droves to tell us which companies they think deserve to be honored in the People’s Choice Awards. They chose a worthy group of winners at the forefront of the industry. Congratulations to the 2019 People’s Choice Awards winners.” MORE
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TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. The post Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine appeared first on Monet Software. Monet WFO Honored for Exceptional Innovation. MORE
Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. MORE
Produced by CRM magazine, the. Leader of Customer Experience Solutions Gets Top Honor in the “Contact Center Outsourcing” Category IRVINE, Calif. March 29, 2019) – Celebrating two decades in business, Alorica Inc., MORE
Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more. MORE
What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events. And, it is a busy time of year in our centers. Many of us are starting to gaze upon our yearly budget process, gearing up to hire for seasonal workers and […]. Inside The Issue call center contact center MORE
It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers. MORE
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference. MORE
November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips. MORE
I write occasionally for Enterprise Management 36 0 , a U.K.-based based publication, and that gives me some visibility outside North America. My latest was recently published in their Q2 edition, and is titled " Why is the Cloud an Essential Component of Your Agile Business? ". MORE
Annual Award Contest Celebrates Resort Managers, General Managers and Assistant Managers INDIANAPOLIS, IN (September 12, 2016) – CustomerCount and Resort Trades magazine have announced a partnership to recognize outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry. MORE
58 Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry! MORE
Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so many gears in motion to keep all the wheels turning to satisfy all the stake holders in and out of our organizations. I hope you can find a way to make […]. MORE
Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine. Verint Monet Workforce Management Recognized for Exceptional Innovation. MORE
Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions. MORE
We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. MORE
It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact Center Pipeline. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […]. Inside The Issue call center contact center MORE
Do you know what I love best about the contact center industry? It’s as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we have a jam-packed issue that addresses many of the issues that contribute to those experiences […]. Inside The Issue call center contact center MORE
Magazine Related Topics 
Contact Center Pipeline
JULY 3, 2019
Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives.
Contact Center Pipeline
JUNE 4, 2019
We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical.
Contact Center Pipeline
MARCH 5, 2019
Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline!
Contact Center Pipeline
APRIL 2, 2019
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning.
Contact Center Pipeline
FEBRUARY 5, 2019
Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more.
Monet Software
JUNE 21, 2019
Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine. Verint Monet Workforce Management Recognized for Exceptional Innovation.
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Contact Center Pipeline
NOVEMBER 2, 2018
November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips.
Contact Center Pipeline
DECEMBER 4, 2018
Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry!
Contact Center Pipeline
SEPTEMBER 6, 2017
Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions.
Contact Center Pipeline
OCTOBER 2, 2018
All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product.
Contact Center Pipeline
NOVEMBER 2, 2017
It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers.
|
Contact Center Pipeline
FEBRUARY 6, 2018
On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […].
Contact Center Pipeline
AUGUST 2, 2018
It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact Center Pipeline. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […]. Inside The Issue call center contact center
Contact Center Pipeline
MAY 2, 2017
Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.
Contact Center Pipeline
MARCH 6, 2018
Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides!
Contact Center Pipeline
OCTOBER 3, 2017
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference.
Topdown
JANUARY 7, 2019
The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product.
Contact Center Pipeline
JULY 3, 2018
Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount. Improving engagement was a […]. Inside The Issue
Contact Center Pipeline
JUNE 2, 2017
I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out.
Contact Center Pipeline
JUNE 5, 2018
What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events. And, it is a busy time of year in our centers. Many of us are starting to gaze upon our yearly budget process, gearing up to hire for seasonal workers and […]. Inside The Issue call center contact center
Contact Center Pipeline
MAY 2, 2018
Do you know what I love best about the contact center industry? It’s as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we have a jam-packed issue that addresses many of the issues that contribute to those experiences […]. Inside The Issue call center contact center
Monet Software
FEBRUARY 15, 2019
Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. On behalf of TMC and CUSTOMER magazine , I would like to congratulate all of the 2018 Workforce Optimization Innovation Award winners,” said Rich Tehrani , CEO, TMC. The post Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award appeared first on Monet Software.
Contact Center Pipeline
APRIL 4, 2018
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for growth and renewal. What’s better than empowering and engaging our agents to achieve growth and renewal? FEATURE ARTICLE […]. Inside The Issue call center contact center
Monet Software
FEBRUARY 15, 2019
TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. The post Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine appeared first on Monet Software. Monet WFO Honored for Exceptional Innovation.
Contact Center Pipeline
SEPTEMBER 5, 2018
What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school.
Monet Software
OCTOBER 3, 2018
Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We
Alorica
MARCH 29, 2019
Produced by CRM magazine, the. Leader of Customer Experience Solutions Gets Top Honor in the “Contact Center Outsourcing” Category IRVINE, Calif. March 29, 2019) – Celebrating two decades in business, Alorica Inc.,
Contact Center Pipeline
MAY 3, 2019
Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so many gears in motion to keep all the wheels turning to satisfy all the stake holders in and out of our organizations. I hope you can find a way to make […].
NICE Systems
FEBRUARY 23, 2016
We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Customer Experience General Multi-channel Contact Center Agent Empowerment Awards CEU Customer Magazine inContact MAX My Agent eXperience
teleopti
OCTOBER 9, 2018
Inovação também é uma ferramenta para engajar os colaboradores da empresa. Em sua nova ferramenta de gestão da força de trabalho, a Teleopti, fornecedora de soluções focada em telecomunicações, apostou na motivação pela diversão. A WFM 8, além da característica móvel, traz recursos de gamificação
Concentrix
APRIL 29, 2019
Theresa Cramer, The post Concentrix Honored with Two Speech Technology Magazine Awards appeared first on Concentrix. 2019 People’s Choice for IVR/Visual IVR and AI/Machine Learning Solutions “The voters turned out in droves to tell us which companies they think deserve to be honored in the People’s Choice Awards. They chose a worthy group of winners at the forefront of the industry. Congratulations to the 2019 People’s Choice Awards winners.”
Jon Arnold
JUNE 9, 2017
I write occasionally for Enterprise Management 36 0 , a U.K.-based based publication, and that gives me some visibility outside North America. My latest was recently published in their Q2 edition, and is titled " Why is the Cloud an Essential Component of Your Agile Business? ".
Contact Center Pipeline
AUGUST 2, 2017
It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, we’re offering a Summer Sale.
Monet Software
MARCH 20, 2019
On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Verint Monet with a 2019 Product of the Year Award,” said Rich Tehrani, CEO, TMC. The post Verint Monet Receives 2019 CUSTOMER Magazine Product of the Year Award appeared first on Monet Software. Verint Monet WFO Honored for Exceptional Innovation and Quality. TMC , a global, integrated media company, has named Verint Monet WFO as a 2019 CUSTOMER Product of the Year Award winner.
Contact Center Pipeline
MARCH 6, 2019
In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications.
NICE Systems
NOVEMBER 6, 2018
He’s been named of TIME magazine’s “100 Most Influential People in the World,” as well as being honored by Vanity Fair ‘s New Establishment List, which identifies the top 50 of an innovative new breed of buccaneering visionaries, engineering prodigies and entrepreneurs.
Customers That Stick
JUNE 11, 2019
Forty years later, Bridgewater has made more money for its clients than any other hedge fund in history and grown into the fifth most important private company in the United States, according to Fortune magazine. In this One Win Book Review, we take a look at Principles by Ray Dalio.
Customercount
OCTOBER 22, 2018
Annual Award Contest Celebrates Resort Managers, General Managers and Assistant Managers INDIANAPOLIS, IN (September 12, 2016) – CustomerCount and Resort Trades magazine have announced a partnership to recognize outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry.
Salmat
OCTOBER 9, 2018
Despite the decline of newspapers and magazines, not all print media is going the way of the dodo, argues Sarah Pike, CMO of direct marketing company Salmat
Nuance
JUNE 20, 2019
Each quarter through a webinar, infohub and digital magazine, we’ll take an in-depth look at the freshest insights and biggest innovations in AI across the world. After a lot of hard work behind the scenes, we’re excited to finally launch Nuance IQ—the home of AI innovation.
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