Three Steps to Acing AI-Human Interactions

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. AI has gotten good...

Turning Disruption into Opportunity

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global...

Where Does AI Fit in Your Contact Center Strategy?

Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies...

Invest in Your Human Capital in the Contact Center

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in...

Closing the Engagement Capacity Gap

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving...

Contact Center Pipeline Magazine: Inside Our May 2021 Issue

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Contact center staffing and work-from-home (WFH) topics led the blog reading list in April, indicating that centers may soon be ramping up for the...

Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the...

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office,...

How to Foster Diversity & Inclusion in the Contact Center

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...

How to Make Remote Training Work for New-Hires

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...

Moving Contact Center Agents Home for the Long-Term

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home...

What to Do After Migrating Your Contact Center to the Cloud

Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With...

What Is Your Customer-Centric DNA?

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience...

Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests...

Evolving Challenges Require Evolving Solutions

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Are There Better Ways to Staff the Contact Center?

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...

The Whole World Is Going Digital. So Why Is Your Buying Process Still Analog?

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology,...

Contact Center Pipeline Magazine: Inside Our April 2021 Issue

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to...

Biden Administration Impact on Contact Centers

As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the...