Contact Center Pipeline Blog

In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers....

Why is coaching important? Coaching has a direct impact on individual agent performance. But it also affects overall customer experience (CX). One poorly coached agent...

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The...

Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was...

There is just something special about the first days of a new year. I sit here this morning, writing my message to you for...

As we say goodbye to the old year and welcome the new, I want to send my warmest wishes to all of you. May...

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to...

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out...

Tune in tomorrow for the answers!

Large Language Models (LLMs) and Generative AI (GAI) have monopolized public attention the past few months. And the launch and acquisition of artificial intelligence...

Contact centers are paying the price for underinvestment in automation technologies. While centers are increasingly embracing these tools for simpler interactions, they are understandably...

Generative AI is finally having its moment. While interest in the field has been steadily growing over the past year, according to Google, search...

In today’s uncertain, disruptive, social, and highly competitive economy, customer experience (CX) counts, and in more ways than one. Yet providing customers with the...

The opening months of 2023 were gloomy with a tightening job market and a slowdown in business activity fueling fears of a recession....

Customer service is more important than ever in this uncertain market. And businesses are under immense pressure to meet rapidly shifting consumer expectations and...

The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience...

Rushing off one flight to get onto another with a one-hour layover that turns into four hours once you get to the check-in counter...

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents,...

As the year comes to a close, I want to take a moment to express my heartfelt gratitude for your continued support and loyalty....

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers,...

In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the...

Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when...

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established...

“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any...

The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated -...

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes...

As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that...