Contact Center Pipeline Blog

First in a three-part series on adaptability and adaptive leadership. (Part 1 of 3) The world is changing at a very rapid pace. Societal demands,...

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12...

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to...

Today’s model for training, educating, and preparing our workforce is broken. The rapid acceleration of technology and changing workforce calls for something new. Workers...

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a...

I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an...

The demand for digital transformation is driving new investments and strategies aimed at modernizing today’s contact center, namely shifting functionalities to the cloud and...

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess...

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward...

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand. With technology such as artificial...

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen....

Your heart is in the right place. You intend to focus on the important writing tasks on your to-do list: that detailed response to...

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder...

Often it can be quite challenging getting buy-in from your team when you need to introduce new coaching methods, processes, and call guides. Or...

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in...

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some...

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. But what if you could analyze both sides...