Tag: artificial intelligence
Voice-First Experiences Offer Help in the Moment
F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...
Four Key Contact Center Technologies for 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
Top 5 Posts in November
Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
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...
Opportunities for AI in the Contact Center
Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...
Coming Soon to a Contact Center Near You!
The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...
Top 10 Posts of 2017
The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...
Hot Trends Impacting Contact Centers: Artificial Intelligence
We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Top 5 Posts in June
If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog...
Improve Content Consistency Across Channels with AI-Infused Knowledge
eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...
Blending AI with Human Support
The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
The Cold Shoulder of Customer Care
Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
A Look Ahead: 17 on ’17 (Part 1)
The last few years have brought constant change and evolution in customer expectations, technology, digital channels and how contact center leaders and solutions providers...
Contact Center Pipeline Magazine: Inside Our December 2016 Issue
December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...
