Tag: automation

I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office,...

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact...

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create...

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 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...

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...

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...

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...

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...

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...

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...

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

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...

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In 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...

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...

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...

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...