Current Issue

Please edit and save settings.
Nice inContact
Is the Picture Bright for Video?

Is the Picture Bright for Video?

Video is widely used for internal communications, but will it grow for customer contact?

Current Issue Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

Will Video “Kill” the Call Center Agent?

Will Video “Kill” the Call Center Agent?

Video promises to enhance collaboration but risks appearance, possible discrimination issues.

Current Issue Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

Guiding Your Cloud Implementation

Guiding Your Cloud Implementation

The guardrails that keep your technology project on track.

Current Issue Operations Technology

An Executive Interview With OpenText's Alex Martinez

An Executive Interview With OpenText's Alex Martinez

Executive Interview with Alex Martinez, OpenText’s Senior Product Marketing Manager

Current Issue Strategy Customer Experience Technology White Papers

Culture Shift: Contact Center Management in the Age of Experience

Culture Shift: Contact Center Management in the Age of Experience

How to move from cost- and task-based to value- and
experienced-based operations.

Current Issue Operations Strategy Customer Experience

Three Rules to Win the 2021 Holiday Season

Three Rules to Win the 2021 Holiday Season

Empowerment, AI, and soft skill coaching could help you score points with customers.

Current Issue Operations Technology Artificial Intelligence

Mastering the Hybrid Retail Experience

Mastering the Hybrid Retail Experience

Cross-channel conversational AI can help open consumers’ wallets.

Current Issue Operations Technology Self-Service Artificial Intelligence

What’s in Store for Holiday Retail CX?

What’s in Store for Holiday Retail CX?

Improved customer digital and agent experiences could make this season brighter.

Current Issue Operations Strategy Customer Experience Remote Work Strategy

Hanging on the Telephone

Hanging on the Telephone

Many contact centers are exploring methods of migrating customers to other channels.

Current Issue Strategy Customer Experience Technology

Lifting Innovation With Cloud WFM

Lifting Innovation With Cloud WFM

In the post-COVID-19 contact center, cloud is a given, as is the need for holistic WFM.

Current Issue Operations Workforce Management Technology

Subscribe to Contact Ceneter Pipeline