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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...
Contact Center Trends - LoT enabled service strategies

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor

Executive Talk: Michael Pace, Pace of Service

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...