The Three Key Customer Service Trends
Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers.
The contact...
Making Remote Work Successful
Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience (CX) Net Promoter Scores. Certainly, part of that will...
Remotely Engaging
The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...
Contact Center Pipeline Magazine: Inside Our August 2025 Issue
Our August issue of Contact Center Pipeline is now available. Articles this month include a Case Study—How CaduceusHealth balanced costs and quality, latest research...
Top 5 Posts in July
Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...
Solving the Knowledge Crisis
Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently...
Three Ways AI is Changing The Contact Center
In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to...
Where WFH is Going
Working from home (WFH) came into its own five years ago last spring when the COVID-19 pandemic struck. But contact centers were using WFH...
How AI Can Help Solve Hiring Challenges
The hiring process in contact centers has always been challenging, and recent shifts in the labor market have introduced new obstacles.
In fact, the...
The Case for Preparedness
Over the years I have had the unique (and sometimes eyebrow-raising) experience of serving as an expert witness in multiple legal cases involving Contact...
The Contact Center Talent Crisis – Part 2
Contact centers are facing a talent crisis. Declining populations, shrinking workforce participation, and a widening skills gap aren’t just challenges; they foreshadow a looming...
The Contact Center Talent Crisis – Part 1
Sarah, an operations director at a Phoenix-Ariz.-area healthcare contact center, used to focus on KPIs and coaching her team. Now, she stares at empty...
Why Women Are Better Cold Callers
Cold calling has long been a cornerstone of sales, which, in turn, is the foundation of the customer experience (CX), demanding persistence, adaptability, and...
How To Combat Agent Burnout and Attrition
The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...
Speaking The Customers’ Language(s)
To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language....
Now Hear This!
“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical...
Mastering Outbound Contact Center Management
Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is...
Contact Center Pipeline Magazine: Inside Our July 2025 Issue
It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn’t know what month it was by the calendar,...
When English Is Not Your Customers’ First Language
All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping...
Top 5 Posts in June
This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...
The Hidden Power of Time
Managing a call center is no easy feat. Budgets shrink, performance metrics grow, and every second on the clock matters.
If your team doesn’t...
Managing Agent Quality Issues
The November 2024 Feature article, “Ensuring Quality in Anxious Times,” focuses on the quality assurance and quality management (QA/QM) challenges facing - but also...
Excellent Wellbeing for Exceptional CX
Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the...
Over and Out
“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not...
The Sky is the Limit!
Over the years, we have had the privilege of sharing the pages of Contact Center Pipeline with so many industry leaders with generous spirits,...
Achieving Performance and Productivity Gold
There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice....
Supercharging Agent Productivity
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...
Mother, FCR, and ACR
I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1,...
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