Contact Center Pipeline Blog

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...

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...

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

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 offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer "The best defense is a good...

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...

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...

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

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...

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win....

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

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...

We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what...

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

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...

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...

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...

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...