Contact Center Pipeline Magazine

6 days ago | contactcenterpipeline.com | Brendan Read

Newspapers and contact centers may seem like old-school communications. But both media, when applied correctly (apologies for the forthcoming bad pun), keeping with and in anticipation of the times, can be relevant, informative, and helpful for their audience. And today, more than ever, in our chaotic, anxious, and angst-riddled environment, embedded with deepfakes and fake news, having strong independent journalism is essential.

6 days ago | contactcenterpipeline.com | Brendan Read

The March Feature, “Speaking the Customers’ Language(s)” touched on AI-driven automation to help engage with U.S. and Canadian non-English/non-French primary speakers through the contact center. In this article, we dived a little deeper into the potential of these new and developing tools to enable excellent customer experiences (CXs) with our expert panel.

6 days ago | contactcenterpipeline.com | Brendan Read

Personalization is key when attracting both customers and employees for a very simple reason. Selling and recruiting is about them, and their wants, not yours: which is implicit. And while personalized marketing, whether for a product, service, or position, at its core is about appealing to “the segment of one” there are almost always shared characteristics across the different segments. But customers and employees are in a wide range of demographic segments and country markets.

6 days ago | contactcenterpipeline.com | Joe O'Brien

Understanding why customers reach out is no longer a luxury: it’s a necessity. As organizations strive to deliver exceptional customer experiences (CXs), call intent analysis has become a powerful tool in the toolbox. This analytical approach, powered by AI, is helping companies not only meet but exceed customer expectations: while simultaneously streamlining customer journeys and preparing for future automation projects.

6 days ago | contactcenterpipeline.com | Chris Albrecht

For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline soldiers in the battle for retention, helping to shape the perception of the brand with every call. This is a major reason why relying on outdated technology can be so detrimental. Without the right up-to-date tools, agents cannot effectively and productively win over customers and keep their loyalty.