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Technology: The Catalyst for Service Excellence

Technology: The Catalyst for Service Excellence

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
Balancing Skills-based Routing in the Contact Center

The SBR Balancing Act

Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in...
Improve the customer experience with more effective contact center routing

It’s Time to Tune Up Contact Routing

Contact center leaders often express dissatisfaction with their current technology. They think that if they’d just implement some new technology, they’d be primed to...
Spotlight Q and A

Solutions Q&A: InGenius

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do...
Sponsored Post by InGenius


InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 3)

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
Improve Contact Center Performance with Global Analytics-Driven Routing

Improve Contact Center Performance with Global Analytics-Driven Routing

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core...
Call Center Authentication and Routing

Taking a Fresh Look at Authentication and Routing

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...
Call Center Agent Appreciation

Some Love for ANI

We all know Automatic Number Identification (ANI). You may recognize it better by the consumer-oriented term “caller ID.” While these two services are technically...
Contact Center Pipeline Blog