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Improve Call Center Content Consistency with AI Infused Knowledge

Improve Content Consistency Across Channels with AI-Infused Knowledge

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...
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Top 5 Posts in May

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...

Workforce Management in the Omnichannel Age

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...
Make Your Contact Center Smartphone Friendly

Time to Make Your Contact Center Smartphone Friendly

Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...
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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...
Association Spotlight: Professional Association for Customer Engagement (PACE)

Association Spotlight: Professional Association for Customer Engagement (PACE)

The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel...
WFM - Workforce Management in an Omnichannel Contact Center World

WFM in an Omnichannel World

In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 4)

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 3)

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 2)

It's the start of a brand-new year with new budgets, plans, outlooks and predictions. What’s in store for contact centers in 2017? We asked...
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...
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...