Tag: cloud solutions
Why Teamwork Is the Most Important Investment You’ll Ever Make
What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR...
Welcome to 2018! A Groundswell Is Rising. Are You Ready?
In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...
Cloud Ushers in “New Rules” for Technology Selection
Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...
Building a Resilient Contact Center
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Don’t Equate Silence with Satisfaction
As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
Big Decisions Loom Beyond the “Cloud vs. Premise” Debate
Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
Top 5 Posts in May
Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...
A Look Ahead: 17 on ’17 (Part 4)
What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
A Look Ahead: 17 on ’17 (Part 2)
It's the start of a brand-new year with new budgets, plans, outlooks and predictions. What’s in store for contact centers in 2017? We asked...
Moving Your Business Forward by Moving to the Cloud
There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...
Top 5 Posts in September
Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Cloud-based Solutions Need a Good SOW
The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...
Top 5 Posts in August
Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the...
Why Contact Centers Like Cloud-Based Technology
Cloud vendors capitalize on a message of “fast and easy.” Get it installed quickly—as short as hours (or days). Easy goes hand-in-hand with speed....
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...
Technology for the Small Center
Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The...
Contact Center Pipeline Magazine: Inside Our July 2016 Issue
I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...
