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Leveraging Digital Channels, Part 1

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

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-Contact-Center-Blog-Posts

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-Contact-Center-Blog-Posts

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...
Supporting Digital Natives in the Contact Center

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...
Contact Center Digital Strategies Driven by Customer Experience

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...
Self Service Digital Channels Lack the Human Touch

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...