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I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...

At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase the likelihood of return purchases. On the other hand, negative...

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we know it has been transforming at lightspeed. During the early...

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business. Only in business for seven years...

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money. Contact Center Pipeline recently spoke with Robert about how...

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact...

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure a “successful landing.” Yet there is an immediate imperative to...

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models. Increased customer expectations, supply-chain issues, and new work-from-home...

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new...

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand. With technology such as artificial intelligence (AI) and chatbots gaining ground, people expect solutions and...

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity...

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. But what if you could analyze both sides of the conversation—customer and agent? Advanced text analytics technology has...

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex mystery full of unknowns. But the truth is that getting...

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving brand loyalty and equity. Often neglected however, was the agent....

Data is key to running any successful business. The more information you have about your team, marketplace, and customers, the more effective you will perform. As the world becomes more digitized, the data volume...

Those who have been in the contact center industry for a while may recognize LiveVox as a leading outbound dialer. But if you haven’t taken a look at the company lately, you may be...

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his...

Big data analytics is about to explode, marking a watershed moment for contact centers. There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations,...

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know why customer experience (CX) matters and what a pivotal role...