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by: Lori Bocklund
Non-real-time tasks are good “test beds” that advance learning while shielding customers and agents from bumps.
How Embracing Digital Customer Service Can Create Brand Advocates
What, Exactly, Makes for Great CX?
Time to Try Omnichannel… Again
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
Collaboration Just Might Be Your Silver Bullet
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity
What to Look for in a Secure Headset
Focus on Well-being: The Benefits of Wireless Audio
Virtual Assistants Can Be Your Agents’ Best Friends
Executive Interview with Matt McConnell, CEO of Intradiem
Four Ways to Attract and Retain Millennial Agents
Target Those Manual Processes with Automation
Time to Get Really Excited about Self-Service
Seamless Self-Service Starts in the Contact Center
Voice-First Experiences Offer Help in the Moment
Imagining the Possibilities with AI
Say Goodbye to Agent Turnover, Not Your Agents
Working Together to Optimize Technology
Redefining Knowledge Management
Emotional Assessments: A Disruptive Innovation in Agent Hiring and...
Vendor - Management
Three Ways to Boost ROI from Tech Investment
A Memo About Your Demo
Guide to a Successful Vendor Relationship
Contact Center 2018: A Fireside Chat
Eight Days a Week: The Always-On Contact Center
KISS Method: “Keep It Simple with Speech”
Making Employee Experience a Priority in a Customer-Centric World
Be Proactive in Protecting Customer Data
Compliance and the Contact Center: A Proactive Approach Works Best
Contact Centers and The Debate Over Personal Privacy
Babylon, Black Ink and Biometrics
Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player
How Technology is Paving the Path to Workplace Wellness
Enhance Your Customer Support with Video
Cognitive Collaboration, Artificial Intelligence and Music Nerds
Making AI Work in the Contact Center
Let’s Chat About Chatbots