Contact Center Pipeline

Assisted Service

Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance

Assisted Service
Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance
by: Bill Messer
As more centers integrate high-tech tools to improve customer outcomes, the effects on agents can be complex. What’s working?

Leveraging Digital Channels

Omnichannel
Leveraging Digital Channels
by: Susan Hash
Provide the path of least resistance on a complex journey to resolution.

Imagining the Possibilities with AI

Self-Service
Imagining the Possibilities with AI
by: Lori Bocklund
An AI primer with ideas to help with early stage planning.

The Case for Technology in an Understaffed World

Workforce Optimization
The Case for Technology in an Understaffed World
by: Lori Bocklund
Take a fresh look at the opportunities to leverage technology in your center.

Tips on Selecting and Deploying Speech Analytics

Workforce Optimization
Tips on Selecting and Deploying Speech Analytics
by: Scott Bakken
Find the tool that will maximize the business value of your results.

Assisted Service Is Alive and Well…

Assisted Service
Assisted Service Is Alive and Well…
by: Lori Bocklund, Brian Hinton
When customers need the human touch, technology enablers can help to ensure successful interactions.

Topics