Outgrowing Contact Center Growing Pains

Outgrowing Contact Center Growing Pains

Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our...
Upleveling Contact Center QM to the Analytics Age

Upleveling Contact Center QM to the Analytics Age

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what...
Contact Center Forecast: Increased Cloudiness?

VENDOR ROUNDTABLE: Contact Center Forecast: Increased Cloudiness?

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed...
Setting Up Your Reps for Success

Setting Up Your Reps for Success

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge....
Cloud+Remote=Profits

Cloud+Remote=Profits

The COVID-19 pandemic's disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible...
Safely Continuing Customer Contact

Safely Continuing Customer Contact

Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them...
Looking Beyond the Wrinkles

Contact Center Pipeline Magazine: Inside Our March 2023 Issue

It's March and you know what that means... Madness is in the air! We've picked our teams and are ready to party! But that's...
Four Ways to Turn Delivery Problems Into Good CXs

Four Ways to Turn Delivery Problems Into Good CXs

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in...
Meet Your Future Contact Center Superstar

Meet Your Future Contact Center Superstar

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out...
Do We Know Clouds (Contact Centers)?

Do We Know Clouds (Contact Centers)?

“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni...
How the New Normal Impacts Retail

How the New Normal Impacts Retail

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...
Sponsor Wall of Fame

Meet our February Wall of Fame Sponsor: Cognigy

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...
Hold Times, Hostility, and Hang-Ups

Hold Times, Hostility, and Hang-Ups

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

You Don’t Need To Be On-Premise For Strong Corporate Culture

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 Defense is a Good Offense

The Best Defense is a Good Offense

“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...
Continuity Starts with the Carrier

Continuity Starts with the Carrier

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...
How to Create Real-World Loyalty

How to Create Real-World Loyalty

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...