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
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The Bright Future of Voice Self-Service
Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI), machine learning (ML), natural language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
Time to Rethink Your Business Strategy
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
Make Unlearning and Adapting a 2024 Resolution
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
Coaches Need Coaching Too!
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!
Contact Center Pipeline Magazine January 2024
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
What Will 2024 Bring For Contact Centers?
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?
Proximity Ambition and the Contact Center
Proximity is defined as “the property of being close together.” The concept of “Land of Opportunity” is one in which individuals have ample chances to succeed and achieve their goals. Historically, the Contact Center has epitomized this ideal. … [Continue reading] about Proximity Ambition and the Contact Center
How Contact Centers Can Have Available Quality Agents
Workforce management (WFM) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience (CX). But these hard-working and dedicated professionals are facing multiple … [Continue reading] about How Contact Centers Can Have Available Quality Agents
Spain’s Groundbreaking Customer Service Law
Europe, and potentially the world, stands on the cusp of a revolutionary shift in its customer service sector due to a groundbreaking new Spanish law. The Customer Service Law, passed in 2022 and set to come into effect in 2024, aims to enhance the … [Continue reading] about Spain’s Groundbreaking Customer Service Law