Contact Center Pipeline Blog

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a...

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a...

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation...

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She...

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new...

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...

It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner...

Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s...

2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers...

One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH). Proponents argue that...

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to...

I love celebrations! It is always great when we have an “excuse” to tell people important to us that we appreciate them! Our top...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online...

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even...

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck....

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient...

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote,...