Tag: omnichannel

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or...

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create...

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often...

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally....

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand...

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting...

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...

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...