Will AI Shrink the Contact Center?
The operative word here is “shrink”, as this implies that AI will lead to scaled-back contact centers. At face value, this means having fewer...
Is The Agentic AI Journey Worth the Drive?
Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....
Top 5 Posts in April
We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...
Is AI Contact Center-Ready?
AI has been dominating the contact center conversation (as seen by the articles in our publication): and for good reason. The technology’s integration of...
The Workforce Implications of AI
There has been much coverage, and many blogs, posts, and press releases, about how AI will increase employee productivity, improve customer experience (CX), and...
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...
