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In March 2023, OpenAI – the research laboratory behind the wildly popular ChatGPT chatbot – released GPT-4, its newest multimodal model powering a variety of previously untapped use cases. Before GPT-4, tools like ChatGPT were only capable of … [Continue reading] about How Will GPT-4 Impact Chatbot Usage?
Contact centers are facing significant challenges, but also opportunities in 2024 and going forward, all of which are based on having the people they need to engage with customers, facilitated by workforce management (WFM) systems. Challenges like … [Continue reading] about How Contact Centers Can Have Available Quality Agents
COVID-19 forever changed how businesses operate. During the pandemic, many businesses chose stopgap temporary communication measures, not knowing how long remote work would be necessary, and without insights into how they would need to evolve long … [Continue reading] about Unifying UC With Contact Center Capabilities
Stop me if you’ve heard this one before. You’re waiting on the phone to connect with a customer service agent. Once you connect, you describe your problem, only to get bumped to the next service agent…who then bumps you on to the next service … [Continue reading] about The Intelligent Way To Adopt Intelligent Swarming
Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI), machine learning (ML), natural language understanding, and other enabling … [Continue reading] about The Bright Future of Voice Self-Service
According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms of satisfaction. Both for customers and employees. In a tough economic climate, this could be the make or … [Continue reading] about Time to Rethink Your Business Strategy
New year, new goals, new learning: and lots of unlearning! The challenge to find top-tiered, engaged talent has never been tougher than this point in time. I have recruited for close to 20 years and I have never seen such challenges to find and … [Continue reading] about Make Unlearning and Adapting a 2024 Resolution
Coaching is the key to achieving a culture of continuous improvement through high-performing agents. This article focuses on the development of the individuals tasked with conducting frontline agent coaching in a contact center, regardless of title. … [Continue reading] about Coaches Need Coaching Too!
Moving Forward: What Will 2024 Bring For Contact Centers? Table of Contents, January 2024 FEATURE ARTICLEMoving Forward: What Will 2024 Bring For Contact Centers?By Brendan ReadContact Center Pipeline’s Advisory Board shares timely insights to … [Continue reading] about Contact Center Pipeline Magazine January 2024
Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven technologies are … [Continue reading] about What Will 2024 Bring For Contact Centers?
