In an era where businesses invest billions in digital self-service platforms, a surprising trend has emerged: customers are increasingly turning to voice channels when...

Every contact center leader feels pressure to modernize by adopting AI, digitizing everything, reducing costs, and improving customer experience (CX). But before you optimize,...

If everything worked, customers would rarely get in touch. The contact center catches what other processes and departments drop. Even the simplest contacts, such as...

When people talk about automation, including customer experiences (CXs) powered by AI, it often comes with dramatic headlines: jobs disappearing, customers shocked and awed,...

AI has been hyped as the silver bullet for customer service and sales, and nowhere more than in chatbots. The promise was simple: let...

With the surge of AI and automation, it’s never been easier for brands to invest in new ways of connecting with customers. But at...

Businesses have no shortage of tools for acquisition and support. This pre-purchase phase is the playing field of many marketers where they can guide...

Coaching isn’t just a checkbox: it’s a bridge. A bridge between where an agent is today and the untapped potential waiting just ahead. Sometimes...

The operative word here is “shrink”, as this implies that AI will lead to scaled-back contact centers. At face value, this means having fewer...

“The customer isn’t the hard part.” That line landed heavy during a recent agent focus group. Heads nodded. Agents weren’t venting. They were diagnosing. The...

Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....

Our May issue explores two challenges facing leaders today: strengthening security and compliance, and attracting and retaining top talent in a competitive market. Security is...

We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...

Every contact center leader knows the obvious pain points customers complain about: long wait times, being passed between multiple agents, and unresolved issues. Less...

AI has been dominating the contact center conversation (as seen by the articles in our publication): and for good reason. The technology’s integration of...

There has been much coverage, and many blogs, posts, and press releases, about how AI will increase employee productivity, improve customer experience (CX), and...

Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back. With...

When you look at a map it shows you the geography and the routes to enable you to get to places. But does it...

With the ability to create and creatively employ leading-edge technologies, IT companies and departments seemingly have all the methods and answers to resolve customers’...

The significant expected increase in market size for virtual assistants (VAs) from approximately $3.07 billion in 2023 to a projected $19.27 billion by 2032,...

Contact centers are under pressure. Rising labor costs, customer expectations, and global language demands have made voice support the most costly part of providing...

The contact center industry is drowning in AI promises. Every vendor claims their solution will revolutionize customer experience (CX), eliminate agent turnover, and boost...

Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers....

Retail is in the middle of a reckoning. Economic turmoil, rising operating costs, and shifting consumer habits are driving a wave of store closures,...

Welcome to our April issue. This issue brings together a range of perspectives and practical insights designed to help us navigate our environments with...

Retailers are under increasing pressure to meet customer demands for seamless, 24/7 service, as noted in a recent report by Mintel, “US Evolutions in...

A favorite annual article here at Pipeline tops this month's top 5. In our "Moving Forward" feature, we kick off each year with advice...

Agentic AI has emerged as quickly as it has powerfully, reshaping the landscape of contact centers. Unlike traditional automation, agentic AI is designed to...