Customer Experience

Every contact center leader knows the obvious pain points customers complain about: long wait times, being passed between multiple agents, and unresolved issues. Less...

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...

Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back. With...

When you look at a map it shows you the geography and the routes to enable you to get to places. But does it...

Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers....

Retail is in the middle of a reckoning. Economic turmoil, rising operating costs, and shifting consumer habits are driving a wave of store closures,...

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...

Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply,...

Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with...

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...

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...

Contact center leaders are in a tough place. Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act: chasing efficiency without...

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...

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...

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...

Everything faces an end. And technology is no exception. Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...

This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...

Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

Whoa! Has anyone noticed an itty-bitty bill floating around the 119th U.S. Congress? It is named the Keep Call Centers in America Act of...