Why Customer Experience Matters

Why Customer Experience Matters

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...
Why Self-Service Needs a Human Touch

Why Self-Service Needs a Human Touch

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet...
An Executive Interview With OpenText's Alex Martinez

An Executive Interview With OpenText’s Alex Martinez

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. Alex brings 20-plus years of launching innovative products across multiple...
How Digital Disrupted Customer Service

How Digital Disrupted Customer Service

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks...
Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility...
Toward a Customer Experience Hub

Toward a Customer Experience Hub

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their...
This 1¢ Piece of Paper Is Costing Your Contact Center Millions

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky...

AI-Enabled Agent Assessment: Now It’s a Reality

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents...

Executive Interview with ProcedureFlow

I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. In a nutshell, their mission is to make our contact center employees...

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs. Contact Center Pipeline recently...

Top 3 Trends for the Future of Contact Center Training

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...

Where Does AI Fit in Your Contact Center Strategy?

Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies have recognized the contact center’s role as a critical connection...

The Whole World Is Going Digital. So Why Is Your Buying Process Still Analog?

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology, including multiple CCaaS (Contact Center as a Service) solutions. I’ve...

8×8 and Aryaka: Bringing the World Closer, Together

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. 8x8 and Aryaka cloud-based services deliver the flexibility, simplicity, and scalability of the SaaS cloud consumption model, and Aryaka’s global footprint...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed...
Khoros

Transform Your Contact Center from an Expense to a Revenue Source

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often seen as an expensive but necessary line item that should...

The New Digital Customer Engagement for the New (Ab)Normal

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this always had been the case with millennials and...

Rebooting Your Workforce Management Strategy

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents...
Jabra

How to Get the Best Headsets for Amazon Connect

If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your...

Why the Call Center Was Already Collapsing—Even Before COVID-19

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers...
Contact Center Pipeline Blog