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by: Lori Bocklund
Time to Try Omnichannel… Again
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
It’s Time to Rethink Your Approach to Supporting Customer Service...
CX Satisfaction Starts with Your Brand Advocates
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
Four Ways to Attract and Retain Millennial Agents
Target Those Manual Processes with Automation
How to Excel with Performance Management Tools and Processes
How to Elevate Your Customer and Agent Experience
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
A Memo About Your Demo
Guide to a Successful Vendor Relationship
Contact Center 2018: A Fireside Chat
Cloud Ushers in “New Rules” for Technology Selection
Gonna Take a Sentimental Journey
Automation, AI and Analytics: Big Data Gets Bigger
Does AI Make Agents Happier?
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
How AI Is Reducing Handle Time and Improving the Customer Experience