Contact Center Pipeline Blog

These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates,...

Is your center providing your customers with the same service you and your staff expect when they contact someone else? How do you go about...

Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...

Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...

Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...

“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!” It was a Monday morning during the summer of 1997...

Overhead projectors. Pagers. One-line red LED tickers. These were the early ways we shared our call center statistics. It is incredible how much the contact center...

The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business,...

Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array...

Across the board, workforce participation remains below pre-COVID-19 pandemic levels. According to the U.S. Chamber of Commerce, 1.7 million Americans are missing from the...

In December 2024, DMG Consulting conducted our annual global survey of enterprise, customer experience (CX), contact center, and customer service leaders concerning their business...

WFM aka workforce management, is often described as the art and science of finding the right amount of staff for our projected interactions. The...

Let’s be clear about something. AI is not going to steal your job. BUT... It might steal your business. Look, we know... AI is everywhere. Every article...

For contact centers to succeed in delivering incredible customer experiences (CXs), it is critical that they map out the employee journey, from recruitment to...

For contact centers to succeed in delivering incredible customer experiences (CXs), it is critical that they map out the employee journey, from recruitment to...

March 2009...we released the first issue of Contact Center Pipeline. Here in March 2025, we are releasing our 193rd issue!! It is our 16th...

Coming in at the top of February's most read blog posts is Steve's Research Report showing predictions for contact centers in the U.S. in...

“We now accept the fact that learning is a lifelong process of keeping abreast of change. And the most pressing task is to teach...

Workforce management (WFM) software was developed in the 1970s. It grew from a mainframe product into computer software and eventually became a cloud service....

Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason. The author of our “Coach’s Corner” column, along with...

Organizations spend countless hours and resources trying to reduce friction in customer interactions. However, they’re missing out on a vital fact: not all friction...

In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. This...

Developing a business on the strong foundation of excellent customer support is among the most effective ways leaders can help ensure an organization’s success...

“It’s time to shine” is simply a moment to show off one’s skills or abilities. For Healthcare (HC) Contact Centers, widely known as “Access...

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!” ...