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Building a Resilient Contact Center

Building a Resilient Contact Center

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Don't Equate Silence with Satisfaction

Don’t Equate Silence with Satisfaction

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
Deciding on Cloud vs On-Premise Technology for the Contact Center

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
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Top 5 Posts in May

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 4)

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 2)

It's the start of a brand-new year with new budgets, plans, outlooks and predictions. What’s in store for contact centers in 2017? We asked...
Moving Your Business Forward by Moving to the Cloud

Moving Your Business Forward by Moving to the Cloud

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...
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Top 5 Posts in September

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
contact center cloud solutions need statement of work

Cloud-based Solutions Need a Good SOW

The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...
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Top 5 Posts in August

Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the...
Call Center Knowledge Management

Why Contact Centers Like Cloud-Based Technology

Cloud vendors capitalize on a message of “fast and easy.” Get it installed quickly—as short as hours (or days). Easy goes hand-in-hand with speed....
Improve Contact Center Performance with Global Analytics-Driven Routing

Improve Contact Center Performance with Global Analytics-Driven Routing

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core...