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3 Tips for Embracing an Agile Approach to Digital Transformation

While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies...

Time to Create a Better Desktop

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....

Enhance Your Customer Support with Video

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for....

Tips and Techniques for Coaching Success

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first...

High Absenteeism? Consider Your Agents’ “Breaking Point”

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...

Managing Attrition in a Strong Economy

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact...

Getting Off to a Flying Start… Or Are You?

The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.”...

Let’s Chat About Chatbots

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...

Contact Center Pipeline Magazine: Inside Our May 2019 Issue

Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so...

Protecting Customer Data, Part 3: Shining a Light on Dark Data

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...