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The Hybrid Contact Center

The Hybrid Contact Center

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few...
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does live chat let agents monitor and engage website and app...
Old and In the Way

Old and In the Way

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in June, and it suddenly struck me that I’ve lived for...
Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring. Candace talks of...

Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset. Yet...

Games People Play

Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one in 1968. 1968 was the year American singer-songwriter Joe South released a song called “Games...

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect. From remote workers to Netflix bingers, a...

Three Ways to Future-Proof Your CX

Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom...

The Times They Are a-Changin’

The Times They Are a-Changin’” is a song written by Minnesota’s own Robert Allen Zimmerman, and was released in 1964 as the title track on an album by the same name. Robert Zimmerman is,...

This Little Light of Mine… Keep It Shining!

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the...

The Sustainable Work-From-Home Contact Center: Provide Agents with Real-Time Guidance and Support

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: Easy Access to Connect, Collaborate and Share Knowledge

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: Video Interviewing Provides a Scalable Hiring Solution

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: WFO Streamlines Remote and Hybrid Operations

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with...

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
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