Tag: call center technology
I’ve Looked at Clouds from Both Sides Now
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...
Five Key Decisions for Buying Contact Center Technology
In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But...
Meet Dick Bucci: Our October 2020 Wall of Fame Honoree
Contact Center Pipeline’s
AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact...
Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree
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...
Rebooting Your Workforce Management Strategy
Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and...
How to Promote Customer Loyalty in the Age of Complexity
Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention...
The Contact Center Trends to Watch Out for in 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...
Top 5 Posts in December
This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around...
Virtual Assistants Can Be Your Contact Center Agents’ Best Friends
For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...
Top 5 Posts in January
A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics...
Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop
“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often...
The Converging Technology Ecosystem
Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
Technology Selection at Today’s Speed
While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
State of the WFO Industry
Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
Don’t Shortchange Technology Implementation
Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...
Doing More with Knowledge Management
Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
Plan For Change
We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
