“I’ve looked at clouds from both sides nowFrom up and down and still somehowIt’s cloud’s illusions I recallI really don’t know clouds at all”—Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked … [Continue reading] about Do We Know Clouds (Contact Centers)?
Latest News
Closing the Customer Service Gap
Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change. Legacy-based contact centers have long operated separately from the rest of … [Continue reading] about Closing the Customer Service Gap
Evolving the Contact Center
The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers. The worst part: disruption typically … [Continue reading] about Evolving the Contact Center
Ending Caller and Agent Frustration
We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide in the contact center, resulting in caller and agent … [Continue reading] about Ending Caller and Agent Frustration
It All Starts with the Why!
“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working.”—Monica Thakrar, Forbes “The … [Continue reading] about It All Starts with the Why!
“Spare Me”…
Agent Response to Outdated KPIs. … [Continue reading] about “Spare Me”…
Is Cost of Performance the Undiscovered X Factor?
Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money. Contact Center Pipeline recently spoke with Robert about how … [Continue reading] about Is Cost of Performance the Undiscovered X Factor?
Is Your Center Really Resilient?
Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) … [Continue reading] about Is Your Center Really Resilient?
Safely Continuing Customer Contact
Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at all. Hence the need for a sound business … [Continue reading] about Safely Continuing Customer Contact
Contact Center Pipeline Magazine September 2022
Safely Continuing Customer Contact Table of Contents, September 2022 FEATURESafely Continuing Customer ContactBy Brendan ReadHow contact centers can lower disaster risks in the new normal.BUSINESS CONTINUITY/DISASTER RECOVERYIs Your Center Really … [Continue reading] about Contact Center Pipeline Magazine September 2022