Tag: contact center

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m...

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....

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...