Tag: automation
COVID-19 Impact: Recalibrating Human & AI Roles, Part 3
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...
COVID-19 Impact: Recalibrating Human & AI Roles, Part 2
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...
Meet Paul Stockford: Our June 2020 Wall of Fame Honoree
Contact Center Pipeline’s
AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with...
Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty
The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on...
Predictive CX Trends for Both Customer and Business Success
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...
Contact Center Challenges and Priorities for 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Top 5 Posts in November
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...
Three Ways to Boost ROI from Contact Center Tech Investment
Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...
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...
Top 5 Posts in August
Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...
The Future of the Contact Center
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
3 Trends and Challenges for the CX Industry in 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
Are You Ready, Willing and Able for Digital Access?
Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue...
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...
