Contact Center Pipeline Blog

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a...

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent....

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...

Happy New Year! Many of us welcome the new year by reflecting on the past one. What were the hot topics for contact center...

This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around...