Technology

In my last article, “Connecting the Machine and Human” (March 2022 Contact Center Pipeline) I explored the concept of machine learning and its application within the contact center. The applications of machine learning were...

Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact of this large language model (LLM) has been widely discussed...

Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and customer churn. At the same time, contact center leaders are aware...

The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become more sophisticated than ever - especially in the technologies employed....

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established itself as a key technology to allow customers to engage...

CHALLENGE Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear. During the time of this case study, company leadership was pursuing strategic initiatives to expand its...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future is Now..." Kathleen stresses the importance of agent retention, especially...

One would think that with all the conversations about chatbots, social, and increasingly video channels, on text and visual communications, that speech, yes voice, is becoming passe for contact centers. But that appears not...

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the...

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t...

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a...

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes...

The COVID-19 pandemic's disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more...

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into...

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in...

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff. Yet, with the rate of growth in...