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.
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Contact Center Pipeline
MARCH 9, 2023
The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.
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 16, 2023
Company Cognigy CEO/Founder(s) Philipp Heltewig, CEO and co-founder Sascha Poggemann, COO and co-founder Founded 2016 Describe your company Cognigy, a leader in Conversational AI, powers up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes. What does your organization consider to be your company’s greatest achievement?
Contact Center Pipeline
FEBRUARY 15, 2023
Tense, uneasy, and overwhelming – are all words that can be used to describe the current customer support environment. A combination of several factors, including a labor shortage and dwindling customer patience, are creating the perfect storm for angry customer service.
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