3 Technologies to Drive Peak Performance of Your Contact Center

3 Technologies to Drive Peak Performance of Your Contact Center

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...
10TH Anniversary Issue of Contact Center Pipeline

A Decade of Pipeline: We Want to Hear From You

Today, we're announcing two new contact center surveys as part of our month-long 10th anniversary celebration. Industry research is valuable to everyone and we...

It’s Time to Bid Farewell to Excel-based WFO

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to...
10TH Anniversary Issue of Contact Center Pipeline

A Decade of Contact Center Pipeline: Useful Resources on Our Website

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. You can...

A Q&A with Unymira’s Chris Rall

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...
10TH Anniversary Issue of Contact Center Pipeline

A Special Offer for Our 10th Anniversary: Celebrate with Us!

March marks our 10th Anniversary of publishing Contact Center Pipeline, and we are celebrating! Start or Renew a Subscription this month… at no charge! AND…...
Seamless Self-Service Starts in the Contact Center

Seamless Self-Service Starts in the Contact Center

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...
10TH Anniversary Issue of Contact Center Pipeline

Publisher’s Message: A Decade of Pipeline

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number...
Contact Center Pipeline March 2019 Issue Cover

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our...