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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?

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

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

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

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 Contact Center Industry Brand

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...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...
Sponsor Q and A with Jim Rembach

A Q&A with the Contact Center Virtual Summit’s Jim Rembach

For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping...
Let's Chat about Chatbots

Let’s Chat About Chatbots

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...