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Is Your Contact Center a Fantasyland… Or Not?

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...
Are Your Self-Service Channels Your Customers Last Option?

Are Your Self-Service Channels Your Customers’ Last Option?

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...
November 2019 Feature Article, The Making of a Contact Center Superagent

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...
Contact Center Metrics Roundup of 12 Top KPIs

Contact Center Metrics Roundup

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...

When People Are Your Business, Behavior Is Your Product

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....

Virtual Assistants Can Be Your Contact Center Agents’ Best Friends

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...

Who Owns the Customer Experience?

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her...

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...
Inside View: Suzette Robinette, Hiway Federal Credit Union

Inside View: Suzette Robinette, Hiway Federal Credit Union

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

KISS Method: “Keep it Simple with Speech”

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...