Inside the March 2024 Issue

Thought You Should Know

In continued celebration of Contact Center Pipeline's 15th Anniversary, we thought you might enjoy these CCP Stats. We also want to give a huge...
2024 State of the Contact Center

2024 State of the Contact Center

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today,...
Contact Centers

Contact Centers

A 15-year business milestone is a tremendous achievement! Congratulations to Publisher and CEO Linda Harden and the entire Contact Center Pipeline team for providing...
A Passion for Customer Engagement

A Passion for Customer Engagement

Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine...
The Upcoming Recruitment Crunch

The Upcoming Recruitment Crunch

My son said, “I can’t hear anything!” My wife had just handed her mobile phone to him, so he could hear a few words...
Contact Center Vital Signs

Contact Center Vital Signs

Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do...
The State of the Contact Center Industry

The State of the Contact Center Industry

Happy 15th Anniversary, Contact Center Pipeline! You’re a teenager now. A lot has changed since you were born. In my world—I help customer...
Surprises and Delights

Surprises and Delights

Congratulations to Linda Harden and the entire team at Contact Center Pipeline on 15 game-changing years! There are only a few comprehensive monthly magazines...
Happy Fifteenth Anniversary

Happy Fifteenth Anniversary

Congratulations to Contact Center Pipeline on this 15th Anniversary! I have been a grateful contributor to CCP for these past 15 years. I founded...
Inside the March 2024 Issue

Contact Center Pipeline Magazine: Inside Our March 2024 Issue

A Time to Reflect We are living in a time of more. We have more technology but less time. More connections, but we feel less...
Top 10 Blog Posts of All Time

Top 10 Blog Posts of All Time

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM...
Do We Need Disaster Planning?

Do We Need Disaster Planning?

Disasters can and will strike at any time, anywhere. Call centers must be prepared, first and foremost, to protect the lives of employees and,...
Social(izing) the Experience

Social(izing) the Experience

The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need....
Flying Through the Turbulence

Flying Through the Turbulence

The ability of contact centers to provide an excellent customer experience (CX) is being buffeted by two key winds of change. Challenges in attracting and...
Climbing Over the CCaaS Obstacles

Climbing Over the CCaaS Obstacles

Artificial Intelligence (AI) is clearly today’s dominant trend in tech, but this wouldn’t be happening without the mega trend that preceded it. That would...
Messaging the Improved Agent Experience

Messaging the Improved Agent Experience

Customers demand more from customer support than ever before, and many call centers have struggled to answer the call. With turnover rates increasing, call...
How to Write for Your Audience(s)

How to Write for Your Audience(s)

For contact center managers, “workplace writing” is never just one thing. Some days, you’re writing a high-stakes budget proposal to senior managers. Other days,...
Helping Leaders Helping Agents Helping Customers

Helping Leaders Helping Agents Helping Customers

There are a variety of different ways customers can contact businesses when they have a complaint or concern. In a 2022 survey from Salesforce,...
Pipeline Puzzle

February Pipeline Puzzle: WFMers Love Acronyms!

Tune in on Friday for the answers!
A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm

If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and...
Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing

Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating...
A Conversation on Coaching and Training

A Conversation on Coaching and Training

As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many...
Tuning the CX Engine

Tuning the CX Engine

Contact centers are the engines of the customer experience (CX). They move the CX forward with skilled agent drivers at the wheels guiding the...
Overcoming the Workforce Challenges

Contact Center Pipeline Magazine: Inside Our February 2024 Issue

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every...