Tag: call center technology

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...

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

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...

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...

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...

“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...

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...

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...

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...

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...