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...

Through a pandemic, the Great Resignation, and difficult economic conditions, an age-old contact center challenge has become more complex: agent retention. According to Forrester,...

A Short Story to Start Before. You’ve seen this happen, maybe even in your own contact center. Jasmine is hired, bright and warm, eager to...

Making sure new employees have the best possible onboarding experience isn’t just nice: it’s crucial for keeping great people! A solid plan for onboarding,...

In 2025, AI in the contact center industry found fast traction due to numerous opportunities to drive better customer and agent experiences. For instance, chatbots...

We live in an era where the customer experience (CX) is being fundamentally reshaped by rapid advances in technology. Across industries, companies are investing...

I have always fostered this statement in the headline with my clients. Your staff, if happy and content, will help you reap the benefits...

Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply,...

How do you transform satisfied customers into loyal advocates? For businesses aiming to thrive in today’s competitive environment, it’s no longer enough to simply...

Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with...

Running a small or medium-sized business (SMB) comes with no shortage of hurdles, especially when it comes to customer service. Competing with larger companies...

I am proud of our March 2026 issue. I love seeing some of my “old favorite” topics, which I don’t think we will ever...

Brendan kicks off this month's top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use...

In today’s fast-paced call and contact center environment, information is abundant, but knowledge isn’t always readily available when needed. Every interaction, ticket, and internal conversation...