What to Write When Saying “No”
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or...
The Transformational Power of Quality Monitoring
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
Contact center associates...
Is It the End of the Cold Call?
We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re...
Welcome to the Metaverse
There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook....
Maximize Call-Back Technology and Thrive!
Some call it the new normal.
However you describe the evolving work environment, retail and call center managers know one thing for sure: the...
Outgrowing Contact Center Growing Pains
Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our...
Upleveling Contact Center QM to the Analytics Age
Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what...
VENDOR ROUNDTABLE: Contact Center Forecast: Increased Cloudiness?
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed...
Setting Up Your Reps for Success
The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge....
Cloud+Remote=Profits
The COVID-19 pandemic's disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing.
A highly flexible...
Safely Continuing Customer Contact
Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them...
Contact Center Pipeline Magazine: Inside Our March 2023 Issue
It's March and you know what that means... Madness is in the air! We've picked our teams and are ready to party! But that's...
Four Ways to Turn Delivery Problems Into Good CXs
As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access,...
Top 5 Posts in February
This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in...
Meet Your Future Contact Center Superstar
As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out...
Do We Know Clouds (Contact Centers)?
“I’ve looked at clouds from both sides now
From up and down and still somehow
It’s cloud’s illusions I recall
I really don’t know clouds at all”
—Joni...
How the New Normal Impacts Retail
Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards.
As retail matured and transitioned from brick-and-mortar to online, the contact...
Meet our February Wall of Fame Sponsor: Cognigy
Company
Cognigy
CEO/Founder(s)
Philipp Heltewig, CEO and co-founder
Sascha Poggemann, COO and co-founder
Founded
2016
Describe your company
Cognigy, a leader in Conversational AI, powers up enterprise contact centers...