Pipeline Puzzle

December Pipeline Puzzle: Time Is on My Side

Tune in tomorrow for the answers!
What to Know About Large Language Models

What to Know About Large Language Models

Large Language Models (LLMs) and Generative AI (GAI) have monopolized public attention the past few months. And the launch and acquisition of artificial intelligence...
The Human-Touched CX Magic of Conversational AI

The Human-Touched CX Magic of Conversational AI

Contact centers are paying the price for underinvestment in automation technologies. While centers are increasingly embracing these tools for simpler interactions, they are understandably...
Deploying Generative AI Just Right

Deploying Generative AI Just Right

Generative AI is finally having its moment. While interest in the field has been steadily growing over the past year, according to Google, search...
The Need to Make the Best Customer Connections

The Need to Make the Best Customer Connections

In today’s uncertain, disruptive, social, and highly competitive economy, customer experience (CX) counts, and in more ways than one. Yet providing customers with the...
Opportunities for Contact Centers

Opportunities for Contact Centers

The opening months of 2023 were gloomy with a tightening job market and a slowdown in business activity fueling fears of a recession....
How Best to Support the Customer Experience

How Best to Support the Customer Experience

Customer service is more important than ever in this uncertain market. And businesses are under immense pressure to meet rapidly shifting consumer expectations and...
Is There a Future for Outbound?

Is There a Future for Outbound?

The ability to be sent and to have received timely, information-rich, targeted, and actionable outbound communications is critical for customers and the customer experience...
The Power of Self-Service

The Power of Self-Service

Rushing off one flight to get onto another with a one-hour layover that turns into four hours once you get to the check-in counter...
Why Conversational Design is Essential

Why Conversational Design is Essential

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents,...
Staffing in the Age of Angst

Contact Center Pipeline Magazine: Inside Our December 2023 Issue

As the year comes to a close, I want to take a moment to express my heartfelt gratitude for your continued support and loyalty....
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers,...
Three Tips for Inside Sales Success

Three Tips for Inside Sales Success

In-person, apparently, is out. One-third of all buyers in business-to-business (B2B) transactions would prefer a sales experience that doesn’t include physical time with the...
Evolving the Contact Center into a Data-Driven Brand Guardian

Evolving the Contact Center into a Data-Driven Brand Guardian

Bad customer experiences (CXs) still happen every day in contact centers because most brands are not actively investing in creating better ones. So, when...
Revolutionizing Customer Service

Revolutionizing Customer Service

As the world becomes increasingly digital, the use of artificial intelligence (AI) is rapidly transforming the way businesses interact with their customers. AI has established...
The Here and Now … A Most Opportune Moment

The Here and Now … A Most Opportune Moment

“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any...
5 Practical Employee Retention Strategies that Work

5 Practical Employee Retention Strategies that Work

The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated -...
Reaching Out to Improve the B2B CX

Reaching Out to Improve the B2B CX

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes...
How to Efficiently Maximize Contact Reach

How to Efficiently Maximize Contact Reach

As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that...
How to Optimize Conversations and Augment Customer Value

How to Optimize Conversations and Augment Customer Value

Just as contact center teams have begun to adapt to remote and hybrid environments, they are confronting a new set of challenges among them:...
How to Put Bots to Work

How to Put Bots to Work

“Come with me if you want to live” —The Terminator You’ve probably watched The Terminator featuring Arnold Schwarzenegger and ever since then associated robots with...
Looking (ChatGPT) 4-Ward

Looking (ChatGPT) 4-Ward

Earlier this year, OpenAI announced a new iteration of their viral AI (artificial intelligence) model: ChatGPT-4. When ChatGPT-3 was initially announced, in November 2022,...
Learning from the Customers

Contact Center Pipeline Magazine: Inside Our November 2023 Issue

Here in the United States, we celebrate Thanksgiving this month. Thanksgiving is important because it encourages us to pause and be mindful of the blessings...
Gardening the CX

Gardening the CX

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality...
The Rising Importance of Contact Centers

The Rising Importance of Contact Centers

Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion...
A Story of Sadness, Hope, and Action

A Story of Sadness, Hope, and Action

I’ve worked in the contact center ecosystem since 1981. For much of that time, this publication has been my number one source for industry...
The Hurrier I Go... The Behinder I Get!

The Hurrier I Go … The Behinder I Get!

The simple phrase, The Hurrier I Go the Behinder I Get, was displayed on a plaque in my home when I was growing up....