Contact Center Pipeline Blog

Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact...

Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of...

I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this...

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer...

Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call...

Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home...

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights...

The drive to help people help themselves is inherent to knowledge sharing. There’s business value in operationalizing knowledge management (KM), sure, in supplying timely...

The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees...

Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and...

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities...

The market shift to a cloud-based contact center, also known as contact center-as-a-service (CCaaS), is still growing even with a post COVID-19 pandemic economic...

Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are...

As I sit here reviewing the April issue prior to publication, I marvel at all the external factors affecting our centers today. Since the...

At the top of our most read blog posts in March is Leslie's insightful article on how to incorporate checking applicants' writing skills (a...

In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution....

The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become...

In honor of Contact Center Pipeline’s 15th anniversary, this article focuses on key trends over the past fifteen years. I have been a part...

As I write this, the sea of predictions for 2024 are coming out. If these prognosticators are anywhere near correct, then 2024 will be...

Congratulations to Contact Center Pipeline for 15 years of serving our industry! Wow! Fifteen years of providing insights, resources, and thought leadership to the Contact...

I have had the privilege to know Linda Harden, publisher of Contact Center Pipeline, for over three decades, since her ICMI days. I have...

I had the pleasure of writing a monthly article for Contact Center Pipeline for around nine years, beginning with the very first issue. And...

For me, the best way to look through the past 15 years in workforce management (WFM) is to look through my notes from the...

In continued celebration of Contact Center Pipeline's 15th Anniversary, we thought you might enjoy these CCP Stats. We also want to give a huge...

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today,...

A 15-year business milestone is a tremendous achievement! Congratulations to Publisher and CEO Linda Harden and the entire Contact Center Pipeline team for providing...

Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine...

My son said, “I can’t hear anything!” My wife had just handed her mobile phone to him, so he could hear a few words...