Contact Center Pipeline Blog

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends...

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I...

A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center...

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...