Coaching Automated: Improving Agent Engagement Pays Off
When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...
Three Ways to Boost ROI from Contact Center Tech Investment
Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...
Make Contact Center Technology a Strategic Tool
I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be...
True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an...
Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer...
How AI Can Make the Holidays Bright
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...
Workforce Automation: The Strategic Savings Solution
As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Virtual Assistants Can Be Your Contact Center Agents’ Best Friends
For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...
Voice in the Contact Center: The Heart of the Matter
On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...
Eight Days a Week: The Always-On Contact Center
In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on...
Making Employee Experience a Priority in a Customer-Centric World
When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps...
Executive Interview with Matt McConnell, CEO of Intradiem
Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to...
How Technology Is Paving the Path to Contact Center Workplace Wellness
For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...
The Future of the Contact Center
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Four Ways to Attract and Retain Millennial Agents
Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...
Making AI Work in the Contact Center
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Contact Center Vendors: A Memo About Your Demo
Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments...
Use the Right Tools for Internal Communication
A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...
Time to Create a Better Desktop
It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....
Let’s Chat About Chatbots
Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
Automate Those Manual Processes
Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle...