Technology

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

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...

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...

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...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

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...

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

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...

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...

Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to...

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...

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...

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...

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....

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...

Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle...