When IT Needs Support…
With the ability to create and creatively employ leading-edge technologies, IT companies and departments seemingly have all the methods and answers to resolve customers’...
Mastering the Live Agent Transition
The significant expected increase in market size for virtual assistants (VAs) from approximately $3.07 billion in 2023 to a projected $19.27 billion by 2032,...
Moving to BPO-Hosted Voice AI?
Contact centers are under pressure. Rising labor costs, customer expectations, and global language demands have made voice support the most costly part of providing...
Looking Beyond the AI Hype
The contact center industry is drowning in AI promises. Every vendor claims their solution will revolutionize customer experience (CX), eliminate agent turnover, and boost...
Retail’s Loyalty Crisis
Retail is in the middle of a reckoning.
Economic turmoil, rising operating costs, and shifting consumer habits are driving a wave of store closures,...
Helping Retail Agents
Retailers are under increasing pressure to meet customer demands for seamless, 24/7 service, as noted in a recent report by Mintel, “US Evolutions in...
Top 5 Posts in March
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...
Smarter Contact Centers With a Human Touch
Agentic AI has emerged as quickly as it has powerfully, reshaping the landscape of contact centers. Unlike traditional automation, agentic AI is designed to...
Ensuring Reliable AI Applications
In 2025, AI in the contact center industry found fast traction due to numerous opportunities to drive better customer and agent experiences.
For instance, chatbots...
The AI-Human Balancing Act
We live in an era where the customer experience (CX) is being fundamentally reshaped by rapid advances in technology. Across industries, companies are investing...
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...
Top 5 Posts in February
Brendan kicks off this month's top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use...
Trust Isn’t Built with Technology Alone…
Most people don’t trust the companies they buy from. AI seems to be making customers more wary, instead of building better experiences and trust...
Are You Listening For The Signals?
In contact centers, metrics have always been the north star. We measure everything: customer satisfaction (CSAT), first contact resolution (FCR), Net Promoter Score (NPS),...
Is AI Falling into the IVR Traps?
Two decades ago, the “Service Guru,” Tom Peters, did an interview with me entitled, “Push, 1, Push 2, Push 3, Push your customer over...
Passing the Test
In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime.
The large language model (LLM)-powered negotiator agreed to...
Repairing the CX (and AI) Investments
The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed.
The data tells a clear story:
Forrester’s “Global...
The CX Highwire Act
Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb...
Supercharging Data Management
Since generative AI (GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in...
Planning For the Inevitable
Everything faces an end. And technology is no exception.
Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...
