Turning Disruption into Opportunity

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and...

Where Does AI Fit in Your Contact Center Strategy?

Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies have recognized the contact center’s role as a critical connection...

Closing the Engagement Capacity Gap

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the...

Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the benefits of an OpEx model, zero-touch roadmap upgrades, and the...

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep...

What to Do After Migrating Your Contact Center to the Cloud

Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With this transition, businesses turned to digital technologies powered by the...

Evolving Challenges Require Evolving Solutions

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital...

The Whole World Is Going Digital. So Why Is Your Buying Process Still Analog?

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology, including multiple CCaaS (Contact Center as a Service) solutions. I’ve...

Davy Crockett, Analytics and the New Frontier

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little boy, I would start to cry anytime I heard the...

Inside View: Michael Lawder, Chief Experience Officer, ASAPP

You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michael Lawder. When he talks about the frontline agent experience, it is easy to see that...

Close to You

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit song and perennial wedding favorite, “We’ve Only Just Begun,” and...

The New World for Contact Centers May Be Where We Were Already Headed

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents...

Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Before the COVID-19 pandemic sent agents home on...

8×8 and Aryaka: Bringing the World Closer, Together

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. 8x8 and Aryaka cloud-based services deliver the flexibility, simplicity, and scalability of the SaaS cloud consumption model, and Aryaka’s global footprint...

I’ve Looked at Clouds from Both Sides Now

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that was written by Joni Mitchell in 1967 and first recorded...

How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture in the organization’s customer service workforce, becoming the “MVP” of...

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations are interrupted. With customer service as one of the top...
Contact Center Pipeline Wall of Fame

Meet NICE inContact: Our November 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty...

Agile CX 201—Practical Applications

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the introductory or beginner class, and it was usually more theory...

Five Key Decisions for Buying Contact Center Technology

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to...
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