March 2019

Chatbots in the Contact Center

10TH Anniversary Issue, March 2019

FEATURE ARTICLE
Chatbots in the Contact Center
By Susan Hash
A Q&A on chatbot usage, trends and developments. Views, best practices and advice from the experts.

TECH LINE
Win the Fight for a Better Desktop
By Lori Bocklund
Build awareness of the risks and impacts of a bad desktop and show your business and IT leaders that you have a problem.

HEALTHCARE CORNER
Beware Healthcare… Your Access Center May Be at Risk!
By Kathleen M. Peterson
Strengthen a vulnerable infrastructure with management and staff training, and an effective funding model.

SPONSOR SPOTLIGHT | Jacada
Seamless Self-Service Starts in the Contact Center
A Sponsored Article by Jacada
The most successful self-service CX initiatives recognize the importance of simultaneously improving agent engagement.

SOLUTIONS SPOTLIGHT | Unymira
Unymira Q&A
By Chris Rall
Knowledge management is the foundation for an exceptional customer experience. A Q&A with Unymira’s Chris Rall.

THE VIEW FROM THE SADDLE
Automation, AI and Analytics: Big Data Gets Bigger
By Paul Stockford
Big Data and analytics are unlocking a world of customer experience possibilities.

PUBLISHER’S MESSAGE
Celebrating Our 10th Anniversary Issue
By Linda Harden
Contact Center Pipeline is 10 years strong—a shout-out to the people and organizations that made it happen!

LEADING THOUGHTS
Guide to a Successful Vendor Relationship
By Christa Heibel
Tried-and-tested methods to create a culture of collaboration, teamwork and trust.

OMNICHANNEL CX
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
By Chris Bauserman
Are you providing the right tools and training to equip your staff to be effective brand advocates?

SPEECH ANALYTICS
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity
By Claire Bakken
Let speech analytics lead the way to enhanced agent desktop tools, improved agent engagement and better performance.

PERFORMANCE MATTERS
A 3-Step Guide for Integrating Coaching into the Call Center
By Alan Fine
Adopt a common coaching system to empower, engage and improve the bottom line.

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