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June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
Moment of Truth in the Contact Center

The Moment of Truth

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched...
Contact Center Pipeline Magazine Inside Our February 2017 Issue

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in January

January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about...
Handling Holiday Returns and Cancellations in the Contact Center

How to Handle Post-Holiday Returns & Cancellations

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...
Contact Center Pipeline Magazine Inside Our January 2017 Issue

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: One Word That Infuriates Customers (and You Use It...

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...
Top 5 Contact Center Case Studies for 2016

Top 5 Inside View Posts for 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing...
Top 5 Contact Center Interviews for 2016

Top 5 Executive Talk Videos for 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at...
Top 10 Contact Center Blog Posts for 2016

Top 10 Posts for 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...