Contact Center Pipeline Blog

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...

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

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...

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

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...

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

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...

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...

Consultants are an essential part of the contact center industry. Their abilities, insights, knowledge, and services, covering a wide range of needs, enable contact...

Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that...

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

As AI continues to take the world by storm, organizations are expecting to revolutionize operations and deliver unprecedented results. For many, AI is seen...

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...

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...

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...

For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our...

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...

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

As we say goodbye to the old year and welcome the new, I want to send my warmest wishes to all of you. May...

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...

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...

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 earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI)...

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

As industries evolve, so do customer expectations. Customer service is more critical than ever for maintaining customer loyalty and business success. Enter Generative AI:...

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...

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...

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