Tag: agent desktops
Evolving Challenges Require Evolving Solutions
Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...
Align Business, Contact Center and Technology Strategies
I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center...
Transform Your CX from Good to Great by Treating Your Agents Right
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting...
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...
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....
Highlights from the 2019 Challenges and Priorities Survey
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...
Navigating the Agent Desktop Landscape
Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet...
Contact Center Pipeline Magazine: Inside Our September 2016 Issue
Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
