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Contact center agents are one of the most important faces of any business. They’re on the front lines, interacting daily with customers, many of whom are not exactly happy to be speaking with a contact center agent in the first place. These agents … [Continue reading] about Improving the Agent Experience
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the targeted buyers. These unique values should influence the quality of experience delivered, and customers should … [Continue reading] about How to Transcend Customer Expectations
Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond to a survey when presented with one. It probably stems from being in the industry for so many … [Continue reading] about How to Clearly Hear Your Customers and Agents
Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And it is also the last thing you want to hear when a contact center goes live on a new … [Continue reading] about Solving the CX Calculation Discrepancy
Is your center providing your customers with the same service you and your staff expect when they contact someone else? How do you go about finding the answers to this question? Meet with senior management of all departments that interact with your … [Continue reading] about How to Properly Serve Your Customers
As businesses in a wide range of industries are discovering, the powerful and versatile artificial intelligence (AI) capabilities embedded within the latest generation of contact center solutions can quickly and measurably upgrade the employee and … [Continue reading] about Integrating AI Into Your Contact Center
It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year two scientists (John Hopfield and Geoffrey Hinton) were awarded the Nobel Prize in Physics for … [Continue reading] about Using Decision Intelligence to Make Better, More Informed Decisions
November is here and with it comes Thanksgiving – a time to gather, share, and express gratitude for the year’s harvest. Even when things were not perfect, during bad weather or tough times, people came together to be thankful for what they had. In … [Continue reading] about Gracious Gratitude
Ensuring Quality in Anxious Times Table of Contents, November 2024FEATURE ARTICLEEnsuring Quality in Anxious TimesBy Brendan Read; Q&A with Expert PanelIs it time, in these times, to move away from manual processes?IDIOM INSIGHTSGracious … [Continue reading] about Contact Center Pipeline Magazine November 2024
These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs. Lingering supply chain problems from the COVID-19 pandemic, exacerbated by … [Continue reading] about Ensuring Quality in Anxious Times
