There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed … [Continue reading] about Contact Center Forecast: Increased Cloudiness?
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Continuity Starts with the Carrier
When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely a means to … [Continue reading] about Continuity Starts with the Carrier
Three Ways to Assure Business Continuity
The name of the game for today’s modern enterprise: resiliency. Today, almost every type and size of business across all industries must navigate global supply chain disruptions, economic turbulence, and record-setting employee resignations – all … [Continue reading] about Three Ways to Assure Business Continuity
Do We Know Clouds (Contact Centers)?
“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)?
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?