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 and guidance from our Advisory Board to find out what contact center trends they foresee in the year ahead, as well as how these compare to the year prior.
Read on to our next article in the list, where we hear from subject matter experts at several leading suppliers on identifying and solving some of the top quality assurance and management challenges centers are facing.
From there, Damon helps SMBs find the right technologies to improve their workflows, and in turn their CXs, without needing the additional resources smaller businesses typically lack.
John then examines customers’ issues: how they are increasing, how well companies are responding, and how they can do better.
To round things out, Michelle outlines the three key customer service trends that should be considered when creating your ongoing CX strategies. Enjoy our top posts of March!
Moving Forward: What Will 2026 Bring For Contact Centers?
Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day or shift like the one before it or the one afterward.
Ensuring Quality in Anxious Times
These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs.
Jumping the CX Hurdles
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 that have deeper pockets and bigger teams can feel like a constant struggle.
Dissatisfied Customers, Unsatisfactory Responses?
Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array of channels.
The Three Key Customer Service Trends
Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers.
