This Customer Wants Roses

By Candace Sheitelman

AI-based technology can assist with traditional concierge services, build customer relationships, and reduce...

Leaders Say Legacy CX Systems Are Holding Them Back

By Candace Sheitelman

At the GDS CX Innovation Summit last week, leaders said that legacy systems are their biggest challenge related to...

Chromebooks: Made for the Contact Center (and My Holiday List)

By Candace Sheitelman

Chromebooks look quite attractive as a go-to option for powering growing work-from-home and work-from-anywhere contact...

Creating a Sustainable WFH Contact Center

By Candace Sheitelman

In Contact Center Pipeline's June issue, discover new UCaaS solutions and tools that assist companies transitioning...

Every Contact Center Pricing Model Stinks. Except One.

By Candace Sheitelman

Contact center pricing has been slow to evolve from named user and concurrent user licensing. Discover the benefits and...

Three Ways to Future-Proof Your CX

By Candace Sheitelman

Discover three things companies must do to migrate from temporary WFH fixes to permanent solutions, future-proofing...

Rescripting the Customer Experience for Work from Anywhere

By Candace Sheitelman

Great customer service is hard to deliver when agents use static, inflexible scripts. To facilitate natural...

Predictions Are Dead

By Candace Sheitelman

Last year I wrote about CX predictions for 2020. This year, I learned the only thing certain is…change. As far as CX...

The Pandemic Effect: A Business Creativity Boom

By Candace Sheitelman

One of the pandemic's biggest effects is The Creative Pivot. It's the very best of what people and companies have to...

Employee Engagement: 5 Lessons from a Pandemic

By Candace Sheitelman

Edify CMO addresses employee engagement in the August issue of Contact Center Pipeline, offering suggestions for...

Outbound Dialing Done Right (Or Else)

By Candace Sheitelman

Outbound dialing to customers is often necessary, and call center dialers can actually reduce agent effort and increase...

Change the Channel: Is SMS in Your CX Plan?

By Candace Sheitelman

Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being...