Breaking the Cookie Habit

Breaking the Cookie Habit

For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer...
Chatbots

Will Chatbots Replace the Need for Contact Centers?

Goodbye call centers! This was recently sent to me by someone who questioned that call centers may be going away. It feels like chatbots may...
Key Trends in Agent Productivity

Key Trends in Agent Productivity

Agent productivity is always top of mind for contact center leaders. But particularly so when their organizations are facing economic and business challenges like...
Comparing Contact Center Insourcing Strategies

Comparing Contact Center Insourcing Strategies

My company, TransUnion, is a global credit information services provider which operates in dozens of countries around the world. TransUnion provides both regulatory-defined and...
The Path to Healthcare ACCESS … Trends for 2023

The Path to Healthcare ACCESS … Trends for 2023

Healthcare has experienced massive disruption due to the global pandemic. In 2019, just before the shutdowns began, Healthcare was getting comfortable with Contact Centers....
Denver Work From Home/Hybrid Conference August 16-17

Denver, CO Work From Home/Hybrid Conference August 16-17

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. ...
The Need for AI in Contact Centers

The Need for AI in Contact Centers

The contact center industry has battled various challenges over recent years, such as high employee turnover, low first contact resolution rates, an excessive number...
Saving Steps With Single-Step Transcription

Saving Steps With Single-Step Transcription

In our fast-paced world, consumers are increasingly impatient. A whopping 90% rate an “immediate” response — 10 minutes or less — as either...
An Executive Interview with Denis Francoeur, Upland Software

An Executive Interview with Denis Francoeur, Upland Software

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks...
Seeing Productivity

Seeing Productivity

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are...
The Need to Make the Best Customer Connections

Contact Center Pipeline Magazine: Inside Our July 2023 Issue

We are pleased to announce the July issue of Contact Center Magazine. Automation is top talk in our centers these days. We continue our...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers...
Take Note…

Take Note…

Companies are experiencing an unprecedented labor shortage. There are nearly three million fewer American workers participating in the labor force today compared to February...
NECCF

21st Annual NECCF Conference & Expo

What a great time we had at the NECCF event at Gillette Stadium. It was so fun to participate and see our friends again...
How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring

Your team is hiring customer service agents, and you want them to be good at responding in written channels: email, chat, social media, SMS,...
It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience

There is no doubt that the contact center agent’s job is much more demanding today compared to a few years ago. Ever-changing customer behavior,...
How to Improve Agent Productivity

How to Improve Agent Productivity

If you work in a call or contact center, you know that agent productivity is essential to your center’s success. You can do a...
How Tech Can Help Meet Staffing Needs

How Tech Can Help Meet Staffing Needs

Businesses continue to grapple with high turnover rates — 4.1 million people in the U.S. quit their jobs in September 2022 alone — and...
WFM+Payroll Working Together

WFM+Payroll Working Together

The job of today’s workforce management (WFM) analyst within a contact center doesn’t look the same as ten years ago. A role traditionally known...
CX: The Key to Driving ROI

CX: The Key to Driving ROI

In today’s marketplace, challenges are on the rise. Between increased competition, the workforce shortage, and inflation surging to a record 40-year high, businesses simply...
4 Tips to Align Tech with Business Goals

4 Tips to Align Tech with Business Goals

The goal of any organization is to be more data-driven. This means making business decisions that are rooted in deep intelligence and that drive...
Tuning into Video

Tuning into Video

Customer experience (CX) is now a make-or-break proposition for businesses. In fact, 73% of customers point to experience as a primary factor in their...
The One and Done Story

The One and Done Story

“One and Done” is one of many monikers used to identify the importance of meeting and completing the customer’s objective on the first contact....
Gardening the CX

Contact Center Pipeline Magazine: Inside Our June 2023 Issue

We are pleased to announce the June issue of Contact Center Pipeline Magazine. As you always note from our content, we are solely dedicated...
How WebRTC Addresses Real World Challenges

How WebRTC Addresses Real World Challenges

Whether it’s polyester leisure suits or rotary phones, times change and preferences evolve. But one thing remains the same: contact center challenges. Modern times...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as...
Building a Win-Win Customer Strategy

Building a Win-Win Customer Strategy

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where...
How to Succeed in the New Normal

How to Succeed in the New Normal

In a business world that’s becoming increasingly digital, how can contact centers stand out from the crowd and thrive? The New Normal is one...