Contact Center Pipeline Column

Contact Center Pipeline Column

“Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.”

“Big Data relies on analytics to create value from data of all sorts, and analytics’ superpower is to detect patterns.”

Saturday, 02 February 2019 10:38


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“Analytics is at the core of everything a business needs to do to succeed in the customer experience economy today.”

Wednesday, 02 January 2019 07:50


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“We are also seeing clear indications that contact center buyers are starting to think along the lines of choosing the app/solution they want regardless of whether or not it is native to their platform.”

Friday, 07 December 2018 11:39


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“Generational norms and expectations will drive widespread adoption of omnichannel in the contact center whether the contact center likes it or not.”

“America’s veterans are a richly diverse group that possess leadership skills and a keen sense of personal accountability.”

Thursday, 04 October 2018 08:09

Like It or Not, Get Used to the Gig

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“The gig economy is beginning to become such an economic driving force that there are many who believe that having gig workers in the contact center—i.e., on-demand agents—is only a matter of time.”

Wednesday, 05 September 2018 16:00

The Customer Service-Support-Experience-Journey

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“This evolution will transform the contact center from delivering reactive care to ultimately predictive care—enabling contact centers to move from isolated customer experiences to cohesive journeys.”

Thursday, 16 August 2018 11:05

Phone Rage, Incivility And Why I Love Westerns

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“About 10 percent of our calls and emails today are so nasty or rude that they have made some of my reps cry.”

Thursday, 05 July 2018 00:00

The Year of The Agent

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“It’s clear that companies need a greater focus on people, alongside changes in technology.”