Contact Center Pipeline Blog

Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and...

The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities...

The market shift to a cloud-based contact center, also known as contact center-as-a-service (CCaaS), is still growing even with a post COVID-19 pandemic economic...

Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are...

As I sit here reviewing the April issue prior to publication, I marvel at all the external factors affecting our centers today. Since the...

At the top of our most read blog posts in March is Leslie's insightful article on how to incorporate checking applicants' writing skills (a...

In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution....

The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become...

In honor of Contact Center Pipeline’s 15th anniversary, this article focuses on key trends over the past fifteen years. I have been a part...

As I write this, the sea of predictions for 2024 are coming out. If these prognosticators are anywhere near correct, then 2024 will be...

Congratulations to Contact Center Pipeline for 15 years of serving our industry! Wow! Fifteen years of providing insights, resources, and thought leadership to the Contact...

I have had the privilege to know Linda Harden, publisher of Contact Center Pipeline, for over three decades, since her ICMI days. I have...

I had the pleasure of writing a monthly article for Contact Center Pipeline for around nine years, beginning with the very first issue. And...

For me, the best way to look through the past 15 years in workforce management (WFM) is to look through my notes from the...

In continued celebration of Contact Center Pipeline's 15th Anniversary, we thought you might enjoy these CCP Stats. We also want to give a huge...

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today,...

A 15-year business milestone is a tremendous achievement! Congratulations to Publisher and CEO Linda Harden and the entire Contact Center Pipeline team for providing...

Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine...

My son said, “I can’t hear anything!” My wife had just handed her mobile phone to him, so he could hear a few words...

Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do...

Happy 15th Anniversary, Contact Center Pipeline! You’re a teenager now. A lot has changed since you were born. In my world—I help customer...

Congratulations to Linda Harden and the entire team at Contact Center Pipeline on 15 game-changing years! There are only a few comprehensive monthly magazines...

Congratulations to Contact Center Pipeline on this 15th Anniversary! I have been a grateful contributor to CCP for these past 15 years. I founded...

A Time to Reflect We are living in a time of more. We have more technology but less time. More connections, but we feel less...

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent...

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM...

Disasters can and will strike at any time, anywhere. Call centers must be prepared, first and foremost, to protect the lives of employees and,...

The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need....