Is It Time to BYOC (Be or Bring Your Own Carrier)?

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers,...

Contact Center Pipeline Magazine: Inside Our June 2021 Issue

Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams...

Texting Takeover: How to Integrate SMS, Whatsapp and Apple Business Chat into Your Contact...

A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May 2021 was packed with virtual industry events. The Pipeline blog also welcomed a steady stream of contact center professionals interested in trends and...

Three Ways to Make Your Customers Happy with a Digital-First Strategy

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support...

Equipping the Enterprise for the AI-Powered Human Agent Era

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually...

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results...

Strike While the Iron Is Hot

The idiom strike while the iron is hot may be traced back at least to the 1500s and is a reference to the art...

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing...

Three Steps to Acing AI-Human Interactions

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. AI has gotten good...

Turning Disruption into Opportunity

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global...

Where Does AI Fit in Your Contact Center Strategy?

Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies...

Invest in Your Human Capital in the Contact Center

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in...

Closing the Engagement Capacity Gap

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving...

Contact Center Pipeline Magazine: Inside Our May 2021 Issue

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Contact center staffing and work-from-home (WFH) topics led the blog reading list in April, indicating that centers may soon be ramping up for the...

Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the...

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office,...

How to Foster Diversity & Inclusion in the Contact Center

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...

How to Make Remote Training Work for New-Hires

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...