Tag: AI

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...

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...

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to...

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...

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...

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer...

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...