Tag: digital channels
COVID-19 Impact: Recalibrating Human & AI Roles, Part 3
In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...
COVID-19 Impact: Recalibrating Human & AI Roles, Part 2
Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...
COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1
As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...
Why the Call Center Was Already Collapsing—Even Before COVID-19
COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...
Where Contact Centers Go from Here
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...
Three Major Predictions for the 2020 Contact Center
In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences
Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...
Leveraging Digital Channels, Part 1
There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do...
Top 5 Posts in December
Despite the flurry of holiday-related activities that take place in December, and the crunch time for centers in some sectors, Pipeline readers took the...
Top 5 Posts in November
Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Human Touch Still Preferred for Customer Service
Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part...
Digital Strategies Driven by Customer Experience
An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
Study Finds Digital Channels Lack “Human Touch”
Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate...
