Sponsored Post

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...

Contact Center Nation and Contact Center Pipeline partnered up this year to deliver a four-city tour. As we find ourselves smack dab in the...

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami...