Technology

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this always had been the case with millennials and...

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by the same name, was well-received among critics in addition to...

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry:...

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. Describe your company: As “The Customer Engagement Company,” Verint helps organizations enhance the customer...

If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your...

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than...

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes of the current crisis are, of course, the health care...

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially attractive for companies with limited IT resources, aging or ineffective...

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something about music in just about every one of them. That’s...

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers...

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences. As such, contact center execs are asking themselves, “Can...

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. What is your background in...

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months. These are just...

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based...

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a very different social contract than what has been in place...

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household, you already know a little bit about the Roarin’ Twenties,...

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving...

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer...