Contact Center Pipeline Blog

“The US Customer Experience Decision-Makers’ Guide (2024-25)” is based on a survey of hundreds of US organizations and 1,000+ US customers. This is the...

When there are critical matters at hand - in this case ensuring the right numbers of quality contact center agents in order to retain...

Today’s job market favors candidates, with more job openings than people to fill them. For contact center leaders, this presents an additional challenge: dedicated...

You may consider this a novel idea ... but it is time for Contact Center leaders to take a stand and behave as if...

A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation. New employees (agents) appear more...

These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs....

One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...

Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...

It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...

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....