Three Tips for Inside Sales Success
In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the...
Evolving the Contact Center into a Data-Driven Brand Guardian
Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones.
So, when...
Revolutionizing Customer Service
As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers.
AI has established...
The Here and Now … A Most Opportune Moment
“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any...
5 Practical Employee Retention Strategies that Work
The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated -...
Reaching Out to Improve the B2B CX
Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers.
However, there are some clear distinctions. The stakes...
How to Efficiently Maximize Contact Reach
As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that...
How to Optimize Conversations and Augment Customer Value
Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them:...
How to Put Bots to Work
“Come with me if you want to live” —The Terminator
You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with...
Looking (ChatGPT) 4-Ward
Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022,...
Contact Center Pipeline Magazine: Inside Our November 2023 Issue
Here in the United States, we celebrate Thanksgiving this month.
Thanksgiving is important because it encourages us to pause and be mindful of the blessings...
Gardening the CX
When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite...
Top 5 Posts in October
Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality...
The Rising Importance of Contact Centers
Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion...
A Story of Sadness, Hope, and Action
I’ve worked in the contact center ecosystem since 1981. For much of that time, this publication has been my number one source for industry...
The Hurrier I Go … The Behinder I Get!
The simple phrase, The Hurrier I Go the Behinder I Get, was displayed on a plaque in my home when I was growing up....
Data Analytics: The Rx for CX
Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at...
Transforming CPG Customer Experiences
In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing...
Combatting the Invisible Enemy
Robocalls, voice spam, phone fraud, spoofers, and vishers (voice phishers) are inflicting significant damage on businesses through lost productivity, degraded customer experience (CX), missed...
Keeping the CX Chain
Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials...
It’s Time to Level Up With Outsourcing
It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our...
WiserOwl Helps Global Eyewear Contact Center Save Millions
CHALLENGE
Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear.
During the time of this case...
Getting the Most From Your Chatbots
Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping...
The ChatGPT Revolution?
For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at...
Contact Center Pipeline Magazine: Inside Our October 2023 Issue
Halloween must be coming. I am starting to see pumpkins and mums, along with bats and spider webs on front porches. Little kids are...
Top 5 Posts in September
This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can...
Caller Authentication: The Cybersecurity “Seat Belt”
When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records....
How to Manage Telecom Fraud
As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be...