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Accomplishing Call Center Transformation with Unified Communications Softphones

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer...

Executive Interview with MusicWorks’ David Sandler

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area...
2020 Sponsor Wall of Fame

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter,...

Boost ROI by Enhancing Contact Center Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...

A Cloud-Based Dialer Checklist

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based...

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...
Jacada How to Promote Customer Loyalty in the Age of Complexity

How to Promote Customer Loyalty in the Age of Complexity

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention...

A Checklist for Migrating Your Contact Center to the Cloud

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers...

Things I Wish Someone Would Invent

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...