Thwarting Thieves and Hindering Holiday Hackers
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...
How AI Will Change the Nature of Contact Center Work
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...
CX Satisfaction Starts with Your Brand Advocates
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...
Plan and Measure = Pleasure
Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...
Inside View: TaskUs
A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....
TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to...
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....
Contact Center Pipeline Magazine: Inside Our November 2018 Issue
November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends...
Top 5 Posts in October
What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...
5 Important Trends That Impact Contact Centers Today and into the Future
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...
Stop Drama from Poisoning Your Customer Service Team
In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I...
Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria
A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings
As the second line of the 2018 Contact Center...
Measuring First-Contact Resolution
In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...
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