Contact Center Pipeline - Magazine for Contact Center Professionals

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I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recommended.

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NICE 2024 CX Trends Action Guide 20240307

Where to Call and Contact?

Featured Article

Where to Call and Contact?

The New Normal, like WFH, has shaken up contact center site selection strategies.

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge? Key initiatives to contact center success.

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

Strategies for Managing Remote Call Center Teams – Part 1

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home.

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era.

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain Doing so is win-win-win for customers, employees, and organizations.

Disruption Ahead for The Contact Center Workforce – Part 1

Disruption Ahead for The Contact Center Workforce – Part 1 Declining labor supply poses challenges and how to offset them.

Banking on Digital Transformation

Banking on Digital Transformation How financial services can use tools like Conversational AI and Agent Assist AI.

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers.

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic?

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

The New Face of Knowledge Management

The New Face of Knowledge Management How AI, LLMs, and vectorization has changed KM.

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

2024 State of the Contact Center

Subscriber Exclusive

Taking WFM to the Cloud

Subscriber Exclusive

12 Tips for Effective Coaching

Sponsored Content

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A Seamless Connection Between Your CRM and Telephony

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eBook: The Open CCaaS Advantage Report

eBook: The Open CCaaS Advantage Report What Will Have the Biggest Impact on Organizations’ CX Automation?

Video: Increase CX Automation with Verint Bots

Video: Increase CX Automation with Verint Bots Augment the human workforce and elevate your CX with Verint automation.

Webinar: The Power of CX Automation

Webinar: The Power of CX Automation Drive self-service experiences and agent productivity with Verint’s Containment and Interaction Wrap-up Bots.

Video: Introducing a New Workforce of Humans and Bots

Webinar: CX Automation: The Secret Sauce of Quality Programs

Blog: Verint Research Finds CX Leaders Are Frustrated with Traditional CCaaS Platforms

Case Study: Cognizant Elevates Customer Experience for One of the World’s Largest Athletic Footwear and Apparel Brands

The Value of Connecting Your Phone System and CRM

The Value of Connecting Your Phone System and CRM See how this type of integration can ignite agent productivity and enhance the customer experience.

AI Guide for Contact Centers

AI Guide for Contact Centers Unsure where to start in AI or need a refresher on the basics? We've got you covered.

Rehumanize the Contact Center by Digitizing Voice

Rehumanize the Contact Center by Digitizing Voice Discover strategies to integrate Salesforce Service Cloud Voice and your on-prem or cloud telephony

Podcast: How to Dip Your Contact Center Toes in the Cloud

The Reassurance Cycle: Why the Voice Channel is Here to Stay

Case Study: How Universidad Carlos III de Madrid boosted user experience and operational efficiency

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Most Popular

2024 State of the Contact Center

Happy Fifteenth Anniversary

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

A Second Chance

How Did You Get Here?

A Passion for Customer Engagement

Lifting Agility

Reflections From the Front Line

Enlighten Copilot 20240408

Sponsored Content

Make Every Interaction Feel Better Than Expected

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7 Critical CX Trends for Your 2024 Strategy

7 Critical CX Trends for Your 2024 Strategy How do customers feel about your CX? Amp it up to secure a competitive edge!

Digital Experience (DX) For Dummies, NICE Special Edition

Digital Experience (DX) For Dummies, NICE Special Edition Set your business up for CX success with a DX strategy second to none. Get these expert tips.

AI for CX For Dummies, NICE Special Edition

AI for CX For Dummies, NICE Special Edition Leverage AI-powered CX for brilliant customer experiences! Download the eBook to learn how.

How VoC Can Empower Digital Self-Service Journeys

Redefining Success - The Impact of Soft Skills and AI on Contact Center Performance

[ContactBabel] Exceeding US Customer Expectations 2023-24

Flip the Switch to Brilliant Customer Satisfaction

Cloud Racers

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge? Key initiatives to contact center success.

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain Doing so is win-win-win for customers, employees, and organizations.

Managing to Adapt Where are contact centers going post-COVID-19 pandemic?

The New Face of Knowledge Management How AI, LLMs, and vectorization has changed KM.

A Second Chance Sharing my voice about the actions we can and should take.

A Passion for Customer Engagement The customer interaction evolution.

The Upcoming Recruitment Crunch Gen Z and phone phobia.

2024 State of the Contact Center Inside the trenches view.

The Workforce Management Journey A walk through history.

Contact Center Vital Signs Top five recommendations for success and advancement.

The State of the Contact Center Industry Where are we headed?

Overcoming the Workforce Challenges How managers can ensure having the right people at the right times.

Scaling the Digital Summit 20240307

cognigy20230420970x250

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge? Key initiatives to contact center success.

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain Doing so is win-win-win for customers, employees, and organizations.

Guiding Customers on Their Journeys How AI can assist agents assist customers.

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Happy Fifteenth Anniversary My five wishes!

A Second Chance Sharing my voice about the actions we can and should take.

How Did You Get Here? Embracing the opportunity to build a contact center career.

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything.

The Upcoming Recruitment Crunch Gen Z and phone phobia.

Reflections From the Front Line My life as a contact center leader.

2024 State of the Contact Center Inside the trenches view.

Surprises and Delights Work from home…15 years in review.

Scaling the Digital Summit 20240307

Take on any CX challenge with Pipeline+ - premium contact center analysis. Subscribe today.

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge? Key initiatives to contact center success.

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain Doing so is win-win-win for customers, employees, and organizations.

Disruption Ahead for The Contact Center Workforce – Part 1 Declining labor supply poses challenges and how to offset them.

Banking on Digital Transformation How financial services can use tools like Conversational AI and Agent Assist AI.

Happy Fifteenth Anniversary My five wishes!

A Second Chance Sharing my voice about the actions we can and should take.

A Passion for Customer Engagement The customer interaction evolution.

How Did You Get Here? Embracing the opportunity to build a contact center career.

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything.

Motivating Industry Innovations An industry that was ripe for innovation and it remains so today.

2024 State of the Contact Center Inside the trenches view.

The Workforce Management Journey A walk through history.

Contact Centers Yesterday, today, tomorrow.

Upland 20231115

Scaling the Digital Summit 20240307

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era.

Banking on Digital Transformation

Banking on Digital Transformation How financial services can use tools like Conversational AI and Agent Assist AI.

Guiding Customers on Their Journeys How AI can assist agents assist customers.

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

The New Face of Knowledge Management How AI, LLMs, and vectorization has changed KM.

How Did You Get Here? Embracing the opportunity to build a contact center career.

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything.

Motivating Industry Innovations An industry that was ripe for innovation and it remains so today.

The State of the Contact Center Industry Where are we headed?

Back to the Future Change is the only constant.

Contact Centers Yesterday, today, tomorrow.

Why You Need an AI Competency Center Companies need a means to maximize AI benefits and manage challenges.

Make Unlearning and Adapting a 2024 Resolution This is a resolution that your contact center must keep.

Time to Rethink Your Business Strategy How total experience (TX) could give your contact center the edge.

The Bright Future of Voice Self-Service Analyzing and understanding the conversations are key.

Verint CX Automation

WiserOwl Helps Global Eyewear Contact Center Save Millions

WiserOwl Helps Global Eyewear Contact Center Save Millions A Sponsored Case Study by WiserOwl

An Executive Interview with Denis Francoeur, Upland Software

An Executive Interview with Denis Francoeur, Upland Software A Sponsored Article by Upland Software

Putting Employee Experience at the Center of Digital Transformation

Putting Employee Experience at the Center of Digital Transformation

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

The Way Customers Communicate with Brands Is Changing A Sponsored Article by Kustomer

Is Cost of Performance the Undiscovered X Factor? A Q&A with WiserOwl Founder, Robert Bradshaw

Is Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint

Building a Human Experience in the Contact Center A Sponsored Article by Slalom

Executive Interview with LumenVox Founder & CEO Edward Miller A Sponsored Article by LumenVox

Customer Experience Perfection Is Easy to Achieve A Sponsored Article by BCI

Managing Modern Customer Expectations with AI A Sponsored Article by Cognigy

Work from Home Survey Results

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone!

What Is Your Customer-Centric DNA?

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity.

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward.

Surveys Highlight Contact Center Opportunities Insights on resiliency, operations, technology and metrics highlight where we go from here.

Contact Center Challenges & Priorities for 2020: The Year of the Agent Findings from our fifth annual survey reveal a strong focus on the agent experience.

Special Report: Factors Leading to an Impactful Voice of the Customer Process Findings from the 2019 Voice of the Customer survey.

The Future of the Contact Center: Optimism with a Dose of Caution The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations...

Contact Center Challenges & Priorities for 2019 Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current...

2018 Contact Center Technology Survey Reveals Critical Needs Features/functions, obsolescence and reliability drive investment.

Contact Center Challenges & Priorities for 2018 The survey results are out! Let 2018 be the year to raise the contact center’s profile!

What the Frontline Supervisor Survey Says Answers to your most frequently asked questions about how the supervisor role is structured in other centers.

Edging to the Brink of Change

Edging to the Brink of Change What will 2023 bring to the industry?

Building a Sustainable Strategy for Remote Agents

Building a Sustainable Strategy for Remote Agents A Contact Center Pipeline Blog Post on Remote Work

It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience Is a complicated desktop hindering your agents?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home.

Reinventing Workplace Connections How to nurture friendships in the remote contact center era.

Guiding Customers on Their Journeys How AI can assist agents assist customers.

Managing to Adapt Where are contact centers going post-COVID-19 pandemic?

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Surprises and Delights Work from home…15 years in review.

Back to the Future Change is the only constant.

Enlighten Copilot 20240408