Routing Right

Routing Right

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to...
Boosting Agent Efficiency with Modern Channels & Automation Technology

Boosting Agent Efficiency with Modern Channels & Automation Technology

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...
Walking the Walk: TD Bank’s New Financial Wellbeing Program

Walking the Walk: TD Bank’s New Financial Wellbeing Program

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...
An Executive Interview with Kustomer.

An Executive Interview with Kustomer.

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...
Back to School…

Back to School…

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...
Steering around the Staffing Rapids

Steering around the Staffing Rapids

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...
The Growing Value of Speech Technology

Contact Center Pipeline Magazine: Inside Our November 2022 Issue

I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S....
Multiple Channels, Challenges, and Opportunities

Vendor Roundtable: Multiple Channels, Challenges, and Opportunities

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...
Carry That Load …

Carry That Load …

The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As...
Keeping The Customer Promise

Keeping the Customer Promise

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...
Simplifying Multiple Channel Management

Simplifying Multiple Channel Management

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a...
The Playbook for Customer Service/Support AI

The Playbook for Customer Service/Support AI

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a...
Uncover the Value of Digital Self-Service CX

Uncover the Value of Digital Self-Service CX

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation...
Rise of the Chatbots

Rise of the Chatbots

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She...
Contacting for Customers

Vendor Roundtable: Contacting for Customers

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new...
How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...
How to Make Holiday Hires More Productive

How to Make Holiday Hires More Productive

It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner...