Contact Center Pipeline Blog

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where...

In a business world that’s becoming increasingly digital, how can contact centers stand out from the crowd and thrive? The New Normal is one...

Operating a high performing contact center before the COVID-19 pandemic was hard, but now, it’s gotten even harder. Coming out of the height of...

Unified communications and collaboration (UCC) applications can be considered as the electronic solder that holds the contact center together. These solutions facilitate outside and...

Customer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds. Customers increasingly and understandably insist on top quality service for...

The use of Business Process Outsourcing (BPO) providers by contact centers has skyrocketed, both due to a frenzied labor market and the explosion of...

In all my years in the field of contact center leadership, I have seldom witnessed a more challenging time to recruit and retain customer...

There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI...

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin...

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact...

Employee attrition affects every contact center. Most executives realize churn is expensive, but few know what it costs a specific center, much less an...

Contact center attrition rates have risen to new heights during the COVID-19 pandemic, and there’s no sign of that turnover slowing down. But if...

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer...all this to say...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future...

We can all agree that a lot has changed in a few years. While some of us have tried to hold on to what...

Blending customer contacts, such as outbound outreach for inbound agents (or vice versa), and more recently, digital streams with voice calls, appear to have...

It's no secret that employees are the lifeblood of any company. Without productive and committed employees, businesses would lose their competitive edge and falter....

Today’s customers want more than just products and services. They demand memorable experiences that go beyond simple transactions. Therefore, to meet increasing customer expectations,...