Tag: omnichannel

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...

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...

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog...

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...