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...
Fix CX With Digital, Visual Technologies
With inflation rates still through the roof across most sectors, from energy to raw materials, businesses are struggling to keep their profit margins from...
Orchestrating the Agent Experience
Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to...
Overcoming the Workforce Challenges
Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the...
How One Agent Handles 20M Calls a Year
Yes, the title of this article is undeniably fantastic, yet it’s also 100% accurate. A single agent handles a staggering 20 million calls annually...
Why You Need an AI Competency Center
In today’s ultra-competitive business landscape, the most effective path to success requires surpassing your customers’ expectations every time. However, customer demands and desires constantly...
Yes, There’s an App For Mobile WFM
Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment,...
Unlocking Your Center’s Full Potential
Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive...
Contact Center Pipeline Magazine: Inside Our September 2024 Issue
Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian...
Top 5 Posts in August
Are you ready for a digital transformation in your center? If so, check out Daniel's article in this month's top 5 blog posts. He...
Customer Experience … Rules of Engagement
The idiom “rules of engagement” has its roots in military action. It has been applied to business when it comes to codes of conduct,...
August Pipeline Puzzle: It’s a Forecaster’s Job To Be Wrong
Tune in tomorrow for the answers!
The Intelligent Way To Adopt Intelligent Swarming
Stop me if you’ve heard this one before. You’re waiting on the phone to connect with a customer service agent. Once you connect, you...
How Will GPT-4 Impact Chatbot Usage?
In March 2023, OpenAI – the research laboratory behind the wildly popular ChatGPT chatbot – released GPT-4, its newest multimodal model powering a variety...
Unifying UC With Contact Center Capabilities
COVID-19 forever changed how businesses operate. During the pandemic, many businesses chose stopgap temporary communication measures, not knowing how long remote work would be...
The Future of Retail Customer Service
As seen by slower mall traffic and stacked boxes on doorsteps, online shopping remains on the rise and shows no signs of slowing down....