Turn Training into a Competitive Advantage

Turn Training into a Competitive Advantage

Consumer choice in every single industry is at an all-time high, which means customer experiences are now where business is won and lost for...
The Re-Invention of the Telephone Center

The Re-Invention of the Telephone Center

“Change is the only constant in life.” —Heraclitus The above age-old adage came...
Connecting With Anxious Customers

Connecting With Anxious Customers

In today's tumultuous environment, customers have less patience for long on-hold times and response times and for incomplete service when contacting organizations. But contact...
How to Manage Angry Customers

How to Manage Angry Customers

To paraphrase a saying from gladiatorial combat in ancient Rome: “For those who are about to be verbally abused, I salute you!” ...
Managing Agent Quality Issues

Contact Center Pipeline Magazine: Inside Our February 2025 Issue

Finally…February! My favorite month of the year. It is a month filled with gratitude and appreciation. Contact Center Pipeline certainly does have some big...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Throughout the month of January, our readers were focused on planning and strategizing for the year ahead. Lori starts off by walking us through...
Delivering Effective Contact Center Management

Delivering Effective Contact Center Management

In the dynamic world of contact centers, effective leadership stands as the linchpin of operational excellence and customer satisfaction. My career as a contact center...
Skating to Where the Puck is Going

Skating to Where the Puck is Going

Though it doesn’t always get the credit it deserves, the customer service industry is a crucial part of the way technologies actually change the...
Working With Consultants

Working With Consultants

Consultants are an essential part of the contact center industry. Their abilities, insights, knowledge, and services, covering a wide range of needs, enable contact...
The Contact Center Heroes Without Capes

The Contact Center Heroes Without Capes

Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that...
Moving Forward: What Will 2025 Bring For Contact Centers?

Moving Forward: What Will 2025 Bring For Contact Centers?

It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact...
Human Over Hype

Human Over Hype

As AI continues to take the world by storm, organizations are expecting to revolutionize operations and deliver unprecedented results. For many, AI is seen...
Predictions for the U.S. Contact Center Industry in 2025

Predictions for the U.S. Contact Center Industry in 2025

As 2024 has come to an end, ContactBabel has looked at the thousands of surveys we’ve carried out with contact centers and customers in...
Customer Service Awakened

Customer Service Awakened

The more I see Customer Experience (CX) work evolve, the more convinced I am that it’s a battle for the mind. The few brands...
2025 Trends in WFM

2025 Trends in WFM

I used a roundtable approach in writing this to collect input from a group of friends. Workforce management (WFM) doesn’t fundamentally change year-over-year, which...
New Year, Evolved Challenges, Compelling Priorities

New Year, Evolved Challenges, Compelling Priorities

For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our...
Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy’s Alan Ranger

Cognigy has recently launched a new technology: Cognigy’s Agentic AI. This new technology enables an autonomous AI workforce capable of planning, executing, and collaborating...
Moving Forward: What Will 2025 Bring For Contact Centers?

Contact Center Pipeline Magazine: Inside Our January 2025 Issue

The January issue is always one of my favorites. Our industry advisors shine their crystal balls and share their thoughts on what 2025 might...
Happy New Year's!

Happy New Year!

As we say goodbye to the old year and welcome the new, I want to send my warmest wishes to all of you. May...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She...
The Four Pillars of CX

The Four Pillars of CX

Technology is evolving at an increasing rate. In the battle for best-in-class customer experience (CX), keeping up with the latest innovations is key to...
The Fine Art of Contact Center Management – Part 2

The Fine Art of Contact Center Management – Part 2

In Part 1, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible...
The Fine Art of Contact Center Management – Part 1

The Fine Art of Contact Center Management – Part 1

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI)...
No Turning Back on AI

No Turning Back on AI

The current landscape of AI (artificial intelligence) in customer experience (CX) includes a wide array of applications, rapidly emerging trends, and a significant uptick...
Tailoring Generative AI for the Contact Center

Tailoring Generative AI for the Contact Center

As industries evolve, so do customer expectations. Customer service is more critical than ever for maintaining customer loyalty and business success. Enter Generative AI:...
Meeting Today’s Coaching, Training Challenges

Meeting Today’s Coaching, Training Challenges

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and...
Navigating the Training Maze

Navigating the Training Maze

Training is often a maze with many different and confusing branches that must be navigated to find one’s voice in the contact center. In...
Asking the Right Questions

Asking the Right Questions

There are many elements to building strong customer relationships and maximizing your interactions with them. One integral skill needed for this is the ability...