Low-Code/No-Code AI-Enabled Chatbots

Low-Code/No-Code AI-Enabled Chatbots

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm. Today, IVA technology is revolutionizing how customer service...
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...
From WFO to WEM

From WFO to WEM

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater penchant for acronyms than the contact center space. When I...
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does live chat let agents monitor and engage website and app...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot...
Record It All: Unlocking the Value Within Voice Data 

Record it All: Unlocking the Value Within Voice Data

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as...
Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an...
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...
Demystifying AI in the Contact Center

Demystifying AI in the Contact Center

Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO...

How to Make Tech Support Faster and Easier—for Both Customers and Agents

The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But they are getting help from an outside source that lets...

Games People Play

Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one in 1968. 1968 was the year American singer-songwriter Joe South released a song called “Games...

Biometrics Can Do More Than Fight Fraud

Even before the global pandemic upended nearly everything we know about work and life, contact centers had been vulnerable to fraudsters for some time. Every time the phone rings, your agents must assess whether...

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...

The Case for Staff to Support Technology

Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend that vision to the people who’ll use and derive value...

Creating a Sustainable Work-From-Home Contact Center

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some early stumbles among companies that had no previous remote-work model...

Is It Time to BYOC (Be or Bring Your Own Carrier)?

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink...

Three Ways to Make Your Customers Happy with a Digital-First Strategy

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support to serve customers; others use slightly more advanced tools like...

Equipping the Enterprise for the AI-Powered Human Agent Era

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually for the treatment of injuries resulting from amusement park rides....

Three Steps to Acing AI-Human Interactions

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. AI has gotten good at doing many jobs that we previously thought only humans...
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