Simplifying Multiple Channel Management

Simplifying Multiple Channel Management

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...
The Playbook for Customer Service/Support AI

The Playbook for Customer Service/Support AI

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a...
Uncover the Value of Digital Self-Service CX

Uncover the Value of Digital Self-Service CX

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

Rise of the Chatbots

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

Vendor Roundtable: Contacting for Customers

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...
How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...
How to Make Holiday Hires More Productive

How to Make Holiday Hires More Productive

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...
How to Prepare for Peak (and Return) Season

How to Prepare for Peak (and Return) Season

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...
5 Ways to Manage Risk

5 Ways to Manage Risk

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...
Should Agents Work from Home?

Should Agents Work from Home?

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...
Improve CX by Celebrating Front Liners!

Improve CX by Celebrating Front Liners!

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...
Welcome to the Metaverse

Contact Center Pipeline Magazine: Inside Our October 2022 Issue

I love celebrations! It is always great when we have an “excuse” to tell people important to us that we appreciate them! Our top...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

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

Filling the Knowledge Gap

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...
Protecting Data, Payments, Providing Positive CX

Protecting Data, Payments, Providing Positive CX

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...
WFH for B2B?

WFH for B2B?

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....
Critical Tools to Make Outbound Succeed

Critical Tools to Make Outbound Succeed

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...
Conquering the New World of Contract Work

Conquering the New World of Contract Work

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,...