Understanding why customers reach out is no longer a luxury: it’s a necessity. As organizations strive to deliver exceptional customer experiences (CXs), call intent...

Newspapers and contact centers may seem like old-school communications. But both media, when applied correctly (apologies for the forthcoming bad pun), keeping with and...

For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline...

As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience (CX) isn’t going anywhere. While CX...

The March Feature, “Speaking the Customers’ Language(s)” touched on AI-driven automation to help engage with U.S. and Canadian non-English/non-French primary speakers through the contact...

Personalization is key when attracting both customers and employees for a very simple reason. Selling and recruiting is about them, and their wants, not...

Customer experience (CX) has become a breeding ground for overhyped buzzwords and exaggerated claims. Unlike industries where technical jargon is necessary (e.g., medicine or...

Our September issue of Contact Center Pipeline is now available. Personally, I think this is a fabulous issue. Some of the best industry voices...

Throughout August, our blog readers have been interested in a variety of topics important to our centers. At the top of our most-read posts...

Standard contact center metrics and key performance indicators (KPIs) help businesses track and measure the success of their customer experience (CX), particularly as it...

In the past, a contact center agent could be reasonably secure in knowing who was at the other end of the line. And if...

Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to...

Every second counts in emergency response. And public expectations for emergency services have evolved dramatically. Today’s citizens expect emergency services to match their modern...

There is an unavoidable new dynamic unfolding in the contact center space that promises to upend every norm governing operational efficiency, agent performance, and...

In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited—and the thinking...

“The 2025 US Contact Center Decision-Makers’ Guide” is based on a survey of 192 U.S. organizations and 1,000+ U.S. customers. This is the 17th...

Face it, employers. No matter how many pizza parties you throw, inspirational speeches you give, and flexible work schedules you offer, a good share...

April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California...

Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers. The contact...

Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience (CX) Net Promoter Scores. Certainly, part of that will...

The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...

Our August issue of Contact Center Pipeline is now available. Articles this month include a Case Study—How CaduceusHealth balanced costs and quality, latest research...

Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...

Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently...

In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to...

Working from home (WFH) came into its own five years ago last spring when the COVID-19 pandemic struck. But contact centers were using WFH...

The hiring process in contact centers has always been challenging, and recent shifts in the labor market have introduced new obstacles. In fact, the...

Over the years I have had the unique (and sometimes eyebrow-raising) experience of serving as an expert witness in multiple legal cases involving Contact...