Winning Customer and Employee Support

Contact Center Pipeline Magazine: Inside Our December 2022 Issue

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think...
Call Center Training in the New Era

Call Center Training in the New Era

The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...
The Way Customers Communicate with Brands Is Changing

The Way Customers Communicate with Brands Is Changing

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we...

Wishing All of Our Readers a Safe and Happy Thanksgiving!

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...
Avoiding 5 Common L&D Mistakes

Avoiding 5 Common L&D Mistakes

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some...
Disruptive Disruptors Disrupting

Disruptive Disruptors Disrupting

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring....
Routing Right

Routing Right

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to...
Boosting Agent Efficiency with Modern Channels & Automation Technology

Boosting Agent Efficiency with Modern Channels & Automation Technology

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...
Walking the Walk: TD Bank’s New Financial Wellbeing Program

Walking the Walk: TD Bank’s New Financial Wellbeing Program

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...
An Executive Interview with Kustomer.

An Executive Interview with Kustomer.

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...
Back to School…

Back to School…

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...
Steering around the Staffing Rapids

Steering around the Staffing Rapids

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...
The Growing Value of Speech Technology

Contact Center Pipeline Magazine: Inside Our November 2022 Issue

I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S....
Multiple Channels, Challenges, and Opportunities

Vendor Roundtable: Multiple Channels, Challenges, and Opportunities

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...
Carry That Load …

Carry That Load …

The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As...
Keeping The Customer Promise

Keeping the Customer Promise

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...