Contact Center Pipeline

Technology Topics:

Software Platforms

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences. Operations Workforce Management Strategy Customer Experience People Performance Management Technology Software Platforms Artificial Intelligence Remote Work Operations Technology Vendor Roundtable

Things I Wish Someone Would Invent

Things I Wish Someone Would Invent Six real problems in CX and service delivery that could use innovative solutions. Technology Software Platforms

A Checklist for Migrating Your Contact Center to the Cloud

A Checklist for Migrating Your Contact Center to the Cloud A thoughtful game plan to simplify the migration process from planning to execution. Technology Vendor - Management Software Platforms Data Security COVID-19 Remote Work Remote Work Technology

Analytics Coming of Age

Analytics Coming of Age Analytics is finding its way into more and more CX equations. Software Platforms

Use Agent Voice DNA to Improve Contact Center Hiring Results

Use Agent Voice DNA to Improve Contact Center Hiring Results Voice analysis is a strong predictor of new-hire success, retention and CSAT performance. Technology Software Platforms Assisted Service

Everybody Has Data, But What Are You Doing With It?

Everybody Has Data, But What Are You Doing With It? It’s time to get more out of data. Technology Software Platforms

Eight Days a Week: The Always-On Contact Center

Eight Days a Week: The Always-On Contact Center Rising customer expectations are forcing organizations to adopt a 24/7 customer service model. People Culture Workplace Environment Technology Software Platforms Artificial Intelligence COVID-19 Customer Retention

KISS Method: “Keep It Simple with Speech”

KISS Method: “Keep It Simple with Speech” Most contact centers don’t need a lot of fancy (and expensive) bells-and-whistles to accomplish their goals. Technology Software Platforms Assisted Service

Three Ways to Boost ROI from Tech Investment

Three Ways to Boost ROI from Tech Investment Leverage people, process and technology to improve business outcomes and enhance the customer experience. Technology Vendor - Management Software Platforms

Making Employee Experience a Priority in a Customer-Centric World

Making Employee Experience a Priority in a Customer-Centric World A Sponsored Article by Jacada Technology Software Platforms White Papers

Gonna Take a Sentimental Journey

Gonna Take a Sentimental Journey Sentiment analysis provides CX professionals with an automated tool to understand the intent behind customers’ spoken words and phrases. Technology Software Platforms

Automation, AI and Analytics: Big Data Gets Bigger

Automation, AI and Analytics: Big Data Gets Bigger Big Data and analytics are unlocking a world of customer experience possibilities. Technology Software Platforms

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity Let speech analytics lead the way to enhanced agent desktop tools, improved agent engagement and better performance. Technology Unified Communications Software Platforms

Does AI Make Agents Happier?

Does AI Make Agents Happier? When applied correctly, artificial intelligence is a tool that helps people make the most of their time and efforts. Technology Software Platforms

How to Put Your Machine Data to Work

How to Put Your Machine Data to Work Businesses are amassing terabyes of IoT data from appliances and machines. CSRs cannot find the data they need. What’s the connection? Technology Software Platforms

Contact Center 2019: There’s an App for That

Contact Center 2019: There’s an App for That The industry is embracing changes that will make it more appealing to the App Store generation. Technology Software Platforms

Building Customer Trust: 3 Tips That Will Make a Big Difference

Building Customer Trust: 3 Tips That Will Make a Big Difference A Sponsored Article by Resolver Group Technology Software Platforms White Papers

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

Welcome to 2018! A Groundswell Is Rising. Are You Ready? A Sponsored Article by OpenText Technology Software Platforms White Papers

I Can See Clearly Now—Clearing the Contact Center Clouds

I Can See Clearly Now—Clearing the Contact Center Clouds The cloud native platform is the road to the true cloud contact center future. Technology Software Platforms

Don’t Equate Silence with Satisfaction

Don’t Equate Silence with Satisfaction A Sponsored Article by eLoyalty, a TeleTech Company Technology Software Platforms White Papers

Forrester GenAI Essentials Report 20240418

Upland 20231115

Cloud Racers

Scaling the Digital Summit 20240307