Contact Center Pipeline Blog

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in...

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path...

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors...

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover. Yet to keep delivering...

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving...

Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers...

According to the U.S. Labor Department, a record 4.3 million Americans quit their jobs in August, 2021 and experts predict this trend won’t slow...

At my first call center job, I learned the ropes and learned the most that I could from my trainers, team leaders, mentors, and...

We entered 2021 with a new U.S. administration and fresh ideas about the regulatory role of the federal government. Based on President Joe Biden’s...

Data is key to running any successful business. The more information you have about your team, marketplace, and customers, the more effective you will...

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and...

In restaurant and shop windows across every North American city hastily handwritten signs are appearing saying “The whole world is short-staffed. Please be kind...

Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little...

Those who have been in the contact center industry for a while may recognize LiveVox as a leading outbound dialer. But if you haven’t...

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well...

As if the COVID-19 pandemic weren’t challenging enough already, many businesses are also navigating a serious labor shortage on the slow road back to...

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13...

Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic...