Contact Center Pipeline Blog

Coaching is the key to achieving a culture of continuous improvement through high-performing agents. This article focuses on the development of the individuals tasked...

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms...

Can we all agree at this point that waiting for the coming revolution of artificial intelligence (AI) and machine learning (ML) has been a...

Dear Reader, We know you're busy and we work hard to only send you contact center articles that are truly worth your most precious resource...

As the customer service industry evolves and customer expectations rise, call and contact centers must look to innovative staffing alternatives to traditional onsite hiring...

Many business owners who set out to create long-lasting ventures choose to delve into service-based businesses. These can run the gamut from restaurants to...

We now live in “The Age of Angst”: of fear and insecurity, facing a bleak future with social upheavals, pandemics, natural- and human-caused or...

Whether you pick an economic pundit or a social commentator, you’ll be hard-pressed to find anyone who disagrees that consumers are experiencing a once-in-a-generation...

Call centers are vital in today’s business landscape, serving as the frontline for customer interactions and support. Yet, despite considerable investment in employee engagement...

Business process outsourcing (BPO) first gained traction in the late 1990s and has undergone a dramatic transformation since those early days. In its infancy,...

Adopting artificial intelligence (AI), like Generative AI, and automation is increasingly pivotal to support next-gen talent management strategies in the contact center. Particularly, AI...

Contact centers are facing significant challenges, but also opportunities in 2024 and going forward, all of which are based on having the people they...

Workforce management (WFM) solutions are the prime go-to tools for contact center managers to assure agent availability and provide an excellent customer experience (CX)....

Having the right numbers of skilled quality agents to provide an excellent business-building-and-supporting high quality customer experience (CX) when they are needed has always...

Do you know what I like best about our July issue? It covers all topics that enhance our customer experiences, from covering the contact...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they...

In today’s labor market, retaining agents is more difficult than ever. And it’s likely costing your contact center. Because agents have so many options, contact...

Tune in tomorrow for the answers!

What comes to mind when you think of fantastic customer experiences (CXs) you’ve had? If you’re like me, I think of the agent who went...

As the saying goes, “You can’t please everyone.” But when it comes to business, pleasing your customers should always be your top priority. Developing long-lasting...

The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints....

Fully remote, direct-to-patient (DtoP) contact centers - linking patients at home with agents at home - are becoming an increasingly popular way for healthcare...

The products and services that customers seek from companies – the features, pricing, delivery, and marketing - continue to change. Along with the technologies,...

As companies continue to search for ways to cut costs and improve customer experience (CX), self-service solutions have become increasingly popular. Conversational AI applications...

With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience...

I love our June issue. There are so many articles this month offering great advice on how to give our customers better service. If...

Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on...