Contact Center Pipeline Blog

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...

Shoe-leather reporting, as defined by freedictionary.com, means collecting, writing, and reporting news stories. It often involves traveling and talking to different people to get...

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think...

Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such...

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...

Customer expectations are outpacing the reality of what retailers can deliver in today’s experience economy. Consumers are looking for fast, first-contact resolution during service...

In today’s rapidly evolving digital landscape, payment trends and challenges have become critical focal points for contact centers worldwide. As the primary touchpoint for customer...

Businesses have turned to hosted communication solutions as they offer a convenient means to work flexibly from any location and at any time. Critically,...

Did you know that last year alone, around 800,000 cyberattacks were reported, with sneaky culprits exploiting things like WordPress plugins and aiming at businesses’...

Credit union contact center teams have been feeling the squeeze for several years. Even with branches now reopened, credit unions are reporting that members...

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...

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:...