Digital Customer Care: 10 Ways to Fix Not-Very-Good Tweets to Customers
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social...
The Role of Contact Center Agents in Product Innovation
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to...
Embracing Agility in the Contact Center
Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex...
Becoming an Emotionally Intelligent Contact Center Leader
We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020...
The Sustainable Work-From-Home Contact Center: Provide Agents with Real-Time Guidance and Support
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: Easy Access to Connect, Collaborate and Share Knowledge
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture
Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve...
Contact Center Pipeline Magazine: Inside Our July 2021 Issue
We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our...
The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: Video Interviewing Provides a Scalable Hiring Solution
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: WFO Streamlines Remote and Hybrid Operations
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with...
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...
COVID-Era Phone Fraud Demands Omnichannel Response
The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in...
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