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Predictive CX Trends for Both Customer and Business Success

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...

The Contact Center Trends to Watch Out for in 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...

Three Major Predictions for the 2020 Contact Center

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

Contact Center 2020: Yesterday and Today

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...

It’s Time to Get More Out of Data

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...
Three Ways to Boost ROI from Contact Center Tech Investment

Three Ways to Boost ROI from Contact Center Tech Investment

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...

Voice in the Contact Center: The Heart of the Matter

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

Take Self-Service Up Another Notch

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...

The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
Making AI Work in the Contact Center

Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Let's Chat about Chatbots

Let’s Chat About Chatbots

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...
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...

Voice-First Experiences Offer Help in the Moment

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...
Contact Center Technology Trends 2019

Four Key Contact Center Technologies for 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...