Where to Call and Contact?

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

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

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

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...
Dissatisfied Customers, Unsatisfactory Responses?

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

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...
Contact Center Pipeline Top 5 Blog Posts

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

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

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

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

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

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

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

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

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

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

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...
Meeting Today’s Coaching, Training Challenges

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...
Contact Center Pipeline Top 5 Blog Posts

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

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,...
The Intelligent Way To Adopt Intelligent Swarming

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?

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

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

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....
The Route to Global Contact Center Success

The Route to Global Contact Center Success

As organizations increase their global footprint, one of the greatest challenges they face is unifying geographically diverse units and delivering consistent value. Since oftentimes...
Why (and How) Move to the Cloud

Why (and How) Move to the Cloud

There is much to recommend about the value of cloud-based contact centers. Most leading platforms have made cloud-first their primary architecture. But when it...