The ChatGPT Revolution? Table of Contents, May 2023 FEATURE ARTICLEThe ChatGPT Revolution?By Brendan ReadWill, and how, this new technology model help contact centers?SPONSOR SPOTLIGHT - HGSPutting Employee Experience at the Center of Digital … [Continue reading] about Contact Center Pipeline Magazine May 2023
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The ChatGPT Revolution?
For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at presstime) GPT-4. But could it revolutionize the contact center industry? To get a handle on … [Continue reading] about The ChatGPT Revolution?
Putting Employee Experience at the Center of Digital Transformation
Digital transformation in a contact center is as much about people as it is about technology. By prioritizing the development and well-being of employees, companies can ensure that their contact center (CC) agents have the right skills and motivation … [Continue reading] about Putting Employee Experience at the Center of Digital Transformation
Unlocking the Call Center Possibilities With KMS
In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system (KMS). Having such a KMS can differentiate success and failure. With a … [Continue reading] about Unlocking the Call Center Possibilities With KMS
Delivering Awesome Customer Experiences–Even From Home
The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a matter of weeks. For Fortune 500 contact … [Continue reading] about Delivering Awesome Customer Experiences–Even From Home
Transforming the Support CX with Video
The COVID-19 pandemic forced centralized contact centers to distribute their operations – that’s the democratic way to say it, anyway. In reality, businesses everywhere scrambled to outfit their employees’ homes with the technology they needed to … [Continue reading] about Transforming the Support CX with Video
12 Tips to WFH Success
Working from home (WFH) isn’t for everyone. It’s hard for me to say that because I’ve loved working this way and have been a champion of it for a decade now. But I realize that not everyone is built the same way and for some people WFH can be … [Continue reading] about 12 Tips to WFH Success
Exploring the Future of Work
The day arrived. I crossed the stage and received my high school diploma. I was top of my class, I had some scholarships, and was ready to set out into the intrepid world to do amazing things. At that moment I grew sad. Not because seasons were … [Continue reading] about Exploring the Future of Work
Understanding GigCX
There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig about for contact centers? And what is its benefits and challenges? One of the models that is … [Continue reading] about Understanding GigCX
Are Gig Economy Workers the Next Agents?
Like nearly every industry, today’s contact centers are facing a labor shortage. The Great Resignation and the impacts of the COVID-19 pandemic have changed workforce availability and shifted how workers want to experience work. With so many … [Continue reading] about Are Gig Economy Workers the Next Agents?