How the New Normal Impacts Retail

How the New Normal Impacts Retail

Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact...
Sponsor Wall of Fame

Meet our February Wall of Fame Sponsor: Cognigy

Company Cognigy CEO/Founder(s) Philipp Heltewig, CEO and co-founder Sascha Poggemann, COO and co-founder Founded 2016 Describe your company Cognigy, a leader in Conversational AI, powers up enterprise contact centers...
Hold Times, Hostility, and Hang-Ups

Hold Times, Hostility, and Hang-Ups

Tense, uneasy, and overwhelming - are all words that can be used to describe the current customer support environment. A combination of several factors,...
Remote Work Corporate Culture

You Don’t Need To Be On-Premise For Strong Corporate Culture

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t...
The Best Defense is a Good Offense

The Best Defense is a Good Offense

“The best offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer "The best defense is a good...
Continuity Starts with the Carrier

Continuity Starts with the Carrier

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the...
How to Create Real-World Loyalty

How to Create Real-World Loyalty

As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations...
Old phone showing death of customer service hotline

Why Customers Must Be Allowed to Speak to Your Company

One of the best, most insightful articles on customer service I’ve read in some time - one that pinpoints the inherent conflict or dialectic...
Key Trends in Agent Productivity

Contact Center Pipeline Magazine: Inside Our February 2023 Issue

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate...
Work From Home vs. Hybrid?

Work From Home vs. Hybrid?

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win....
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights...

Is Your Center Really Resilient?

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue...
How 2 Brand U

How 2 Brand U

We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what...
CX Disaster Recovery Customer Experience Part 2

Apologies Are Great. But Actions Are Needed.

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for...
Updating the Employee Playbook

Updating the Employee Playbook

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning...
Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers?

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst...
Work from Home…a Privilege?

Work from Home…a Privilege?

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in...
Wall of Fame: Sangeeta Bhatnagar

Meet our January Wall of Fame Author: Sangeeta Bhatnagar

Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked...