March 2009…we released the first issue of Contact Center Pipeline. Here in March 2025, we are releasing our 193rd issue!! It is our 16th Birthday. I just need to take a moment to let you know just how proud I am. I am proud for the work we have done, proud of all the colleagues who have written for us and proud of the support received from our contact center industry. It takes a lot to keep this train running and we could not have possibly done it without the generous support of all involved. Thank you!
Speaking of our contact center industry, we are looking for case studies and stories; examples of what works for your center or any special success you would like to share. We want to know how you impact the people and operations delivering special CX. Send me an email, [email protected]. I would love to hear from you.
Have a wonderful month.
Table of Contents, March 2025
FEATURE ARTICLE
Speaking The Customers’ Language(s)
By Brendan Read; Q&A with Expert Panel
Multilingual agents and AI can help.
IDIOM INSIGHTS
Now Hear This!
By Kathleen M. Peterson
New Measures for Contact Centers
CUSTOMER COMMUNICATIONS
When English Is Not Your Customers’ First Language
By Leslie O’Flahavan
Writing simply, aided with visuals and links, is key.
GOALS AND INVESTMENTS
Vision 2025
By Donna Fluss
Key Contact Center Business Goals
AGENT WORKFORCES
The Contact Center Talent Crisis – Part 1
By Brent Holland
And how hiring underrepresented (and diverse) workforces can help.
CUSTOMER SERVICE
Why Augmented/Virtual Reality Are the Future
By Rama Sreenivasan
Here are three compelling reasons.
WOMEN IN WORKFORCE
Why Women Are Better Cold Callers
By Katelynn Blackburn
Women bring unique strengths but face challenges.
AGENT ATTRITION
How To Combat Agent Burnout and Attrition
By Jennifer Lee
Leverage AI to manage these critical issues.
KNOWLEDGE CRISIS
Solving the Knowledge Crisis
By Tom Bruhis
How technology can address this critical issue.
CUSTOMER EXPERIENCE
The Three Key Customer Service Trends
By Michelle Couture
Generational differences, AI, and video drive them.
ARTIFICIAL INTELLIGENCE
Three Ways AI is Changing The Contact Center
By Devon Mychal
Delivering better CX through happier, more effective agents.
AGENT RECRUITMENT
How AI Can Help Solve Hiring Challenges
By Thad Price
Labor market changes make using new tools imperative.
A special thank you to our authors this month for sharing their insights and wisdom: Katelynn Blackburn, Tom Bruhis, Michelle Couture, Donna Fluss, Brent Holland, Jennifer Lee, Devon Mychal, Leslie O’Flahavan, Kathleen Peterson, Thad Price, Brendan Read, and Rama Sreenivasan.
Sincere appreciation to our vendor community: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, Human Numbers, Khoros, Lemonade, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Scorebuddy, Strategic Contact, TTEC Digital, and Verint.
