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Executive Interview with Bob Wienholt, CEO of CallShaper
I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent....
What to Look for in a Secure Headset
Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...
Coaching Automated: Improving Agent Engagement Pays Off
When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...
Workforce Automation: The Strategic Savings Solution
As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Are Your Self-Service Channels Your Customers’ Last Option?
Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...
7 Steps to Superior CX
Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...
Workforce Management Evolution
No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...
Q&A with the Customer Service Summit’s Jasmine Kees
The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...
What, Exactly, Makes for Great CX?
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...
Making Employee Experience a Priority in a Customer-Centric World
When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps...
Executive Interview with Matt McConnell, CEO of Intradiem
Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to...
Continuum Global Services: Launching A New Contact Center Industry Brand
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to...
