Customer Experience

Today’s consumer customers are edgy, impatient, and anxious. Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear of disease and also crime, coping with extreme, dangerous weather,...

Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of packages for a vast range of items. At the point of...

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer experience (CX) journey. And while CX pioneers constantly allude to the...

Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call centers to contact centers is said to have begun in...

The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights gained from SEO practices with the valuable information collected through...

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities for entire industries. But can you describe a recent exceptional experience...

Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are expected to continue, with consumers focusing their spending more heavily...

At the top of our most read blog posts in March is Leslie's insightful article on how to incorporate checking applicants' writing skills (a most necessary requirement, particularly in today's landscape) in your hiring...

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact...

Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine that has been a proven resource for industry news and...

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent the most popular topics viewed on our blog in our...

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...

The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need. However, many large brands struggle to retain agents, which negatively...

The ability of contact centers to provide an excellent customer experience (CX) is being buffeted by two key winds of change. Challenges in attracting and retaining quality staff. Meeting the needs of the new generation of...

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...

Contact centers are looking for ways to take advantage of the customer experience (CX) insights that can come from voice of the customer (VoC) analytics and quality management (QM) applications. But there have been...

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to year, we largely have the same core focuses: our people,...

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out there it can become quite overwhelming to navigate. Our authors...

The opening months of 2023 were gloomy with a tightening job market and a slowdown in business activity fueling fears of a recession. Organizations across nearly every industry have been focused on increasing...