Over the years, we have had the privilege of sharing the pages of Contact Center Pipeline with so many industry leaders with generous spirits,...

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice....

The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1,...

In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered....

Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more...

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology...

Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just...

Steve tops our most read blog posts this month with his findings from “The US Customer Experience Decision-Makers’ Guide (2024-25).” Specifically, he hones in...

In our hyper-connected reality, a staggering 88% of customers now equate their experience with a company to the value of its products or services....

The rise of Agentic AI - what McKinsey calls the “next frontier of generative AI” (GenAI) - marks a seismic shift in the future...

Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording. According to a Reuters report, 70% of...

Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

The Federal Communications Commission (FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their...

The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With...

Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including...

Forrester Research’s most recent annual Customer Experience Index (CX Index™) rankings revealed several disturbing trends about the customer experience (CX). “US consumer perceptions of...

Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that...

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...

Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer...

In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought. To paraphrase...

This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention. Next, Rick shares his three-part series...

Workplaces vary dramatically, and the disputes that arise on a construction site are different from those in a surgical center or in a faculty...

“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...