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Is Cost of Performance the Undiscovered X Factor?

Is Cost of Performance the Undiscovered X Factor?

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...
Contact Management Database Mistakes to Avoid

5 Contact Management Database Mistakes to Avoid

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...
Taking the Leap to Success in 2022

Taking the Leap to Success in 2022

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...
Building a Human Experience in the Contact Center

Building a Human Experience in the Contact Center

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...
Is Your Contact Center Thriving in the "New Normal”?

Is Your Contact Center Thriving in the “New Normal”?

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...
Managing Modern Customer Expectations with AI

Managing Modern Customer Expectations with AI

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...
Executive Interview with LumenVox Founder & CEO Edward Miller

Executive Interview with LumenVox Founder & CEO Edward Miller

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...
What Call Center Managers Need to Know About AI Text Analytics

What Call Center Managers Need to Know About AI Text Analytics

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...
Customer Experience Perfection Is Easy to Achieve

Customer Experience Perfection Is Easy to Achieve

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...
Employee Experience in the Contact Center

Employee Experience in the Contact Center

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....
The Operational Data Your Wallboard Solution Needs

The Operational Data Your Wallboard Solution Needs

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...
Executive Interview with LiveVox Founder & CEO Louis Summe

Executive Interview with LiveVox Founder & CEO Louis Summe

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...
How to Enable Exceptional Experiences on Each Call

How to Ensure Exceptional Customer Service on Every Call

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...
How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

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,...
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...
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