Is Your Contact Center Overexercised?
Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has...
The New Face of Knowledge Management
Knowledge management (KM), as we’ve known it, is swiftly becoming outdated. While its name suggests a cohesive solution, it actually encompasses two distinct functions:...
Speaking to Buy
In today’s digital era, we are heavily reliant on texts and emails for communication. However, there are instances when we resort to phone calls...
Can Contact Centers Mitigate Fraud Risks?
Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center.
The challenges become...
The Evolving Voice Security Threats
There is nothing particularly new nor surprising about fraud attempts leveled against contact centers. After all, these customer-focused operations are also direct gateways into...
Is Your CX Thriving in the Age of Deepfakes?
2023 was the year of Generative AI (Gen AI). There were significant levels of investment in advancing machine learning and deep learning technologies resulting...
Reinventing Workplace Connections
In today’s workforce, as remote work becomes increasingly common in contact centers, we are confronted with the absence of once-familiar workplace relationships and the...
Contact Center Pipeline Magazine: Inside Our November 2024 Issue
I love November. It holds a holiday favorite in the U.S. and that is Thanksgiving. Such a marvelous time to practice our gratitude for...
Top 5 Posts in October
To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today's customer interactions.
Next, John updates...
Recruitment, Attrition, and COVID-19
Contact centers have long faced challenges in attracting and retaining staff to ensure quality (and productive) customer service. But these were made much more...
Managing to Adapt
Four years ago, the COVID-19 pandemic struck with a deadly ferocity and impact that had not been experienced since the 1918 influenza outbreak at...
Disruption Ahead for The Contact Center Workforce – Part 2
Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade.
While...
Disruption Ahead for The Contact Center Workforce – Part 1
Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade.
While...
Banking on Digital Transformation
Financial institutions are in the midst of a significant digital transformation, moving to provide a seamless, omnichannel customer experience (CX), enabled by solutions that...
Guiding Customers on Their Journeys
Businesses with contact center operations are facing a core challenge. Namely customers’ service expectations keep rising, but the agents whose job it is to...
Attack The Service/Support Points of Pain
The 2023 CCMC National Rage Study had three findings that should give every service director concern.
The study, which made the CBS Evening News,...
Contact Center Leaders…Can You Rise to the Challenge?
Are you ready to face challenges head-on? The idiom “rise to the challenge” is defined by Merriam/Webster as “to perform so as to succeed.”...
Best Use Cases for AI in Contact Centers
In an industry that relies on improving both resource efficiency and customer experience, AI has the potential to make clear, tangible impacts on many...
Where to Call and Contact?
When contact centers seek to source their employees, once they have decided which, if any, of their agents will be outsourced, the choices have...
Strategies for Managing Remote Call Center Teams – Part 2
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....
Strategies for Managing Remote Call Center Teams – Part 1
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....
More Mergers Ahead For BPOs
In partnering with business process outsourcing (BPO) companies, it helps – and pays – to know what is happening in the BPO market before...
Contact Center Pipeline Magazine: Inside Our October 2024 Issue
What an exciting month. It’s Customer Service Week, October 7-11.
I know we should all be celebrating our agents all year long, but what a...
Enabling Productive CX in Challenging Times
Customers expect excellent products and services from companies and deservedly so. After all, it is their money. Particularly in challenging times like these with...
Top 5 Posts in September
This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...
Connecting With Remote Colleagues: In Writing
Remote work isn’t new anymore, but we can still get better at it. We can have more productive virtual meetings. We can build personal...
Improve Productivity, Improve ROI
In an era of labor shortages and high wages, contact center managers have a compelling need to prioritize employee productivity. But in today’s contact...
Lifting Agility
In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation...