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Interested in contributing a guest column to the Pipeline blog? We welcome instructional posts on contact center business strategy, staffing, customer experience, operations management, performance management, training & development and technology. Email your topic or story idea to Susan Hash at susan[at]contactcenterpipeline[dot]com.

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...

5 Ways to Screen Job Candidates for Positive Attitude

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems...

Improving Contact Center Operations: Happiness All Around to a “T”

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

Voice-First Experiences Offer Help in the Moment

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...
Call Center Agent Appreciation

7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s...

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...

Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists...

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
Contact Center Thieves and Holiday Hackers

Thwarting Thieves and Hindering Holiday Hackers

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...
Call Center Authentication and Routing

5 Important Trends That Impact Contact Centers Today and into the Future

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...
2018 Contact Center Technology Survey Reveals Critical Needs

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center...
Recognizing and Appreciating Others

Recognizing and Appreciating Others

In today’s world of social media, digital self-service, chatbots and AI, your frontline customer care agents are the voice of your brand and your...