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
Like many industries, financial advisors face unique challenges, as highlighted in a recent article in Forbes Magazine. MORE
59 
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
Learn more in the article, Tough Customers , from CONVO, the magazine celebrating the art of great conversation. Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer. 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
40 
Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic. MORE
Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians. MORE
How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. Our vice president of customer service one day announced a partnership with a magazine subscription company. The magazine money seemed like an easy fix. 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
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. MORE
27 Voice - New and Improved, Thanks to AI , Unified Communications Magazine, Aug.22 Overall, a pretty varied month on the writing front. Newsletter subscribers will also know that in August, I was busy on other thought leadership fronts, namely podcasts, webinars, event planning and go-to-market strategy. Here are the writing highlights, and to get the newsletter, please sign up here. What is Communications? The Rest of the Story , Toolbox.com, Aug. MORE
40 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
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. 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
Where beverage brands and supermarkets produce films and magazines. This is an age where companies talk in terms of hashtags, not taglines. And where 27 million pieces of content are shared every day. It’s no wonder 9 out of 10 organisations are making content marketing an important part of their arsenal MORE
40 Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. Same thing with my renewal for The Economist magazine. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty. Yet it seems just the opposite. MORE
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
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. 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
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department. 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
Audubon Magazine features annually their photography awards. This is the magazine of the National Audubon Society, the oldest conservation organization in the world for the protection of birds. Here is how the magazine described this amazing fowl. Their 2018 grand prize winner was Steve Mattheis who made an amazing photo of a Great Gray Owl in Wyoming with a Nikon D850 camera. The story behind how he made the shot was fascinating. 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
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
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
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
Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians. MORE
Magazine Related Topics 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
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.
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
JANUARY 4, 2019
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!
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!
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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
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
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
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.
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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.
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
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
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
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
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
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
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.
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
inContact
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
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.
inContact
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.
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
Toister Performance Solutions
MARCH 22, 2018
How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. Our vice president of customer service one day announced a partnership with a magazine subscription company. The magazine money seemed like an easy fix.
Nuance
FEBRUARY 5, 2019
Like many industries, financial advisors face unique challenges, as highlighted in a recent article in Forbes Magazine.
OctopusTech
AUGUST 3, 2018
Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians.
OctopusTech
AUGUST 3, 2018
Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians.
Beyond Philosophy
MAY 25, 2018
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. Same thing with my renewal for The Economist magazine. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty. Yet it seems just the opposite.
Salmat
OCTOBER 9, 2018
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.
Salmat
OCTOBER 9, 2018
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.
Salmat
OCTOBER 9, 2018
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.
Salmat
OCTOBER 9, 2018
Everyone’s talking about “big data” The hyped-up buzzword gets thrown around in conferences and meeting rooms, in magazine articles, by commentators and agencies Big Data. Just the sound of it is enough to send a shiver down any marketer’s spine, and rouse a groan that can be heard all the way to the IT department.
Salmat
OCTOBER 9, 2018
Where beverage brands and supermarkets produce films and magazines. This is an age where companies talk in terms of hashtags, not taglines. And where 27 million pieces of content are shared every day. It’s no wonder 9 out of 10 organisations are making content marketing an important part of their arsenal
Connect First
MAY 5, 2017
Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic.
Chip Bell
NOVEMBER 13, 2018
Audubon Magazine features annually their photography awards. This is the magazine of the National Audubon Society, the oldest conservation organization in the world for the protection of birds. Here is how the magazine described this amazing fowl. Their 2018 grand prize winner was Steve Mattheis who made an amazing photo of a Great Gray Owl in Wyoming with a Nikon D850 camera. The story behind how he made the shot was fascinating.
NewVoiceMedia
JANUARY 24, 2019
Learn more in the article, Tough Customers , from CONVO, the magazine celebrating the art of great conversation. Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer.
Jon Arnold
SEPTEMBER 4, 2018
27 Voice - New and Improved, Thanks to AI , Unified Communications Magazine, Aug.22 Overall, a pretty varied month on the writing front. Newsletter subscribers will also know that in August, I was busy on other thought leadership fronts, namely podcasts, webinars, event planning and go-to-market strategy. Here are the writing highlights, and to get the newsletter, please sign up here. What is Communications? The Rest of the Story , Toolbox.com, Aug.
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