Review of Niche Technologies in the Call Center

Some Nice Niche Technologies

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at...
Contact Center Analytics in Action: Using VoC to Create a Better Experience

The Straight Scoop on Contact Center Analytics

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...
Moving Your Business Forward by Moving to the Cloud

Moving Your Business Forward by Moving to the Cloud

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
Make Your Contact Center Smartphone Friendly

Time to Make Your Contact Center Smartphone Friendly

Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Mobile Apps for Agents

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...
Call Center Authentication and Routing

Taking a Fresh Look at Authentication and Routing

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...
Contact Center Trends - Millennials

Hot Trends Impacting Contact Centers: Millennials

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...
Call-Center-Inside-View-Feature

Inside View: Tufts Medical Center

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
Cloud Ushers in New Rules for Contact Center Technology Selection

Cloud Ushers in “New Rules” for Technology Selection

Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...
Call Center Knowledge Management

Doing More with Knowledge Management

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...