Customer Service

In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...

When automated teller machines (ATMs) first showed up in the late 1970s, many predicted a steady decline in bank tellers. I can remember working...

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are...

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and...

Though it doesn’t always get the credit it deserves, the customer service industry is a crucial part of the way technologies actually change the...

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...

For decades, global trade has thrived thanks to reduced tariffs and the promotion of free trade, largely shaped by the General Agreement on Tariffs...

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...

Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array...

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...

Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient...

Company Cognigy CEO/Founder(s) Philipp Heltewig, CEO and co-founder Sascha Poggemann, COO and co-founder Founded 2016 Describe your company Cognigy, a leader in Conversational AI, powers up enterprise contact centers...

A 15-year business milestone is a tremendous achievement! Congratulations to Publisher and CEO Linda Harden and the entire Contact Center Pipeline team for providing...

Goodbye call centers! This was recently sent to me by someone who questioned that call centers may be going away. It feels like chatbots may...

At my first call center job, I learned the ropes and learned the most that I could from my trainers, team leaders, mentors, and...

Robocalls, voice spam, phone fraud, spoofers, and vishers (voice phishers) are inflicting significant damage on businesses through lost productivity, degraded customer experience (CX), missed...