Tag: technology optimization
COVID-19 Impact: Recalibrating Human & AI Roles, Part 3
In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...
COVID-19 Impact: Recalibrating Human & AI Roles, Part 2
Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...
COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1
As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...
Take Self-Service Up Another Notch
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...
Try Omnichannel… Again
“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!...
Time to Create a Better Desktop
It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....
You Can’t Afford NOT to Pursue Knowledge Management
Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...
What to Do When Your IVR Goes Out of Support
As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...
Contact Center Pipeline Magazine: Inside Our January 2017 Issue
Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...
