Leading industry experts offer their thoughts on the future of CX. … [Continue reading] about Is CX Improving? Or Declining?
Is CX Improving? Or Declining?
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Predictions for the U.S. Contact Center Industry in 2025
As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we’ve carried out with contact centers and customers in the U.S., and made some predictions about what we’re likely to see next year. Voice is king for customers … [Continue reading] about Predictions for the U.S. Contact Center Industry in 2025
2025 Trends in WFM
I used a roundtable approach in writing this to collect input from a group of friends. Workforce management (WFM) doesn’t fundamentally change year-over-year, which makes our trends a little more subtle than the other contact center disciplines. … [Continue reading] about 2025 Trends in WFM
Getting Past the AI Hype
Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that few organizations can keep up with. The benefits are undeniably attractive, but the complex nature … [Continue reading] about Getting Past the AI Hype
New Year, Evolved Challenges, Compelling Priorities
For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our readers found them insightful. (SEE SIDEBAR for a summary of findings from our last survey in … [Continue reading] about New Year, Evolved Challenges, Compelling Priorities
Human Over Hype
As AI continues to take the world by storm, organizations are expecting to revolutionize operations and deliver unprecedented results. For many, AI is seen as a silver bullet that can swoop in and resolve problems with a click of a button. … [Continue reading] about Human Over Hype
Contact Center Pipeline Magazine January 2025
Moving Forward: What Will 2025 Bring For Contact Centers? Table of Contents, January 2025FEATURE ARTICLEMoving Forward: What Will 2025 Bring For Contact Centers?By Brendan ReadOur Advisory Board shares timely insights to take into the New … [Continue reading] about Contact Center Pipeline Magazine January 2025
What Will 2025 Bring For Contact Centers?
It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact centers that means the customers: and the personnel who engage both directly and indirectly with them. Like the agents, … [Continue reading] about What Will 2025 Bring For Contact Centers?
The Irony of CX … Vision or Hallucination?
Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with a witty twist, like a fire station burning down or a police station being robbed. My new favorite example is a … [Continue reading] about The Irony of CX … Vision or Hallucination?
Innovative Tech Trends: Exploring the Future of Technology
Blockchain technology has leapt far beyond its original ties to cryptocurrency, morphing into a revolutionary catalyst that’s shaking up industries left and right. Innovative tech trends showcase how its decentralized essence promotes an … [Continue reading] about Innovative Tech Trends: Exploring the Future of Technology
