Tag: Sponsored Posts
Coaching Automated: Improving Agent Engagement Pays Off
When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...
Workforce Automation: The Strategic Savings Solution
As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Are Your Self-Service Channels Your Customers’ Last Option?
Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...
7 Steps to Superior CX
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...
Workforce Management Evolution
No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...
Q&A with the Customer Service Summit’s Jasmine Kees
The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...
What, Exactly, Makes for Great CX?
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...
Making Employee Experience a Priority in a Customer-Centric World
When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps...
Executive Interview with Matt McConnell, CEO of Intradiem
Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to...
Continuum Global Services: Launching A New Contact Center Industry Brand
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
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...
A Q&A with the Contact Center Virtual Summit’s Jim Rembach
For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping...
Let’s Chat About Chatbots
Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...
3 Technologies to Drive Peak Performance of Your Contact Center
How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like...
A Q&A with Unymira’s Chris Rall
For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...
Seamless Self-Service Starts in the Contact Center
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...
Building Customer Trust: 3 Tips That Will Make a Big Difference
As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...
Could Your New Seasonal Employee Be a Robot?
As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...
CX Satisfaction Starts with Your Brand Advocates
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...
