Technology

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...

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...

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,...

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...

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

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,...

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...

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...

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...

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...

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would...

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...

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...

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture...

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations...

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...

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...

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...

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....

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...