Thinking Differently About Digital in Your Contact Center

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example,...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of HelpSocial, a leading integration platform for customer care and social...
Contact Center Pipeline Blog