Simplifying Contact Center Remote Access

Simplifying Remote Access

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...
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...
Fraud Prevention in the Contact Center

Fraud Prevention

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Try a Phased Approach to Tech Implementation

What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
Contact Center Trends - A Sole Source of Data

Hot Trends Impacting Contact Centers: A Sole Source of Data

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

PCI Compliance: An Overview of PCI Standards

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...
Building a Resilient Contact Center

Building a Resilient Contact Center

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Realities of technology for the small center, including cloud, suites and managed services

Technology for the Small Center

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The...
Real Time Speech Analytics in the Call Center

Pondering the Power of Real-time Speech Analytics?

Do you listen to your customers in real-time? What types of things do you need to know about what’s happening now versus reviewing post-call...
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...
What to Look for in a Secure Headset

What to Look for in a Secure Headset

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...