Contact Center Pipeline Blog

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,...

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...

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...

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

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

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...

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...

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

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...

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

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...

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

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

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

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...

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,...

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...

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...