Contact Center Pipeline
MARCH 31, 2023
As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the pandemic and how best to move forward in the new normal.
Contact Center Pipeline
MARCH 30, 2023
If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
MARCH 29, 2023
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes” or making exceptions for super-persistent customers. The better way to write “no” to a customer is candidly, firmly, briefly, and empathetically.
Contact Center Pipeline
MARCH 28, 2023
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
Contact Center Pipeline
MARCH 8, 2023
The COVID-19 pandemic’s disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible workforce supported by adaptive infrastructure enables businesses to be more effective and efficient, helping them optimize profits under unpredictable economic conditions.
Contact Center Pipeline
MARCH 7, 2023
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 continuity strategy.
Contact Center Pipeline
FEBRUARY 22, 2023
“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked servers, has arguably dominated the contact center technology conversation for the past […]
Expert insights. Personalized for you.
29 
Let's personalize your content