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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RPCS MIT Report

Managing The Data Fuel

Featured Article

Managing The Data Fuel

With AI, contact centers can be more proactive than just reactive in using data.

Optimizing Workforce Management – Part 2

Optimizing Workforce Management – Part 2 Strategies for efficiency that strive for customer satisfaction.

The Contact Center’s Most Valuable Asset

The Contact Center’s Most Valuable Asset Tapping it effectively can help deliver excellent CXs.

Reversing the Contact Center Leadership Drift

Reversing the Contact Center Leadership Drift How AI-enabled leadership can improve agent supervision and performance.

The Other Reason to Outsource

The Other Reason to Outsource It’s not about cost. It’s about commitment.

From AI Agents to Human Agents

From AI Agents to Human Agents How next-generation AI transforms voice calls.

Why Become AI-, Data-, and Cloud-Centric

Why Become AI-, Data-, and Cloud-Centric Following the best ways forward for contact centers.

The New Value of Unstructured Data

The New Value of Unstructured Data To access it requires skill, the right tools, and knowledge.

Beyond RPA, Chatbots, and Assistants

Beyond RPA, Chatbots, and Assistants Why agentic AI is superior: with the right data.

Supercharging Data Management

Supercharging Data Management A sound data strategy can also maximize AI benefits.

Planning For the Inevitable

Planning For the Inevitable How to transition technology when it dies.

Repairing the CX (and AI) Investments

Repairing the CX (and AI) Investments How to realign them with sought-after results.

NiCE Elevate Ai Fast

Contact Center Pipeline Subscriber Exclusives

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Moving Forward: What Will 2025 Bring For Contact Centers?

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2025 Trends in WFM

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Taking WFM to the Cloud

Sponsored Content

AI-powered experiences that make customer service your biggest advantage

Sponsored by:

SmartReach Voice and Digital Outreach

SmartReach Voice and Digital Outreach SmartReach helps you connect with every customer (voice, text, or chat) and drive higher conversions.

AI in Contact Center Verticals: Public Sector 2025

AI in Contact Center Verticals: Public Sector 2025 Report reveals how public sector contact centers use AI to help constituents more effectively.

Smarter AI means better patient experiences

Smarter AI means better patient experiences A new report reveals how AI is helping healthcare contact centers be more personal and efficient.

Forrester Report: The State of AI Agents

The Future of Customer Service: AI and Automation Trends for 2025

From Interactions to Outcomes: AI Reshapes the Customer Service Experience

The Future of AI-Powered Experiences: How AI Agents and Intelligent Automation Assist Companies in Elevating the Customer Experience

WFM for Dummies

Most Popular

AI Is Coming to Your Contact Center

Supreme Telemarketing Changes?

Making the Most of Idle Time

Meeting Digital-First Customer Expectations

Using AI to Create Super Agents

From Hearing to Listening

Improving Healthcare Contact Center Outcomes

Rethinking Training and Coaching

Webex AI Agent 20250701

Optimizing Workforce Management – Part 2

Optimizing Workforce Management – Part 2 Strategies for efficiency that strive for customer satisfaction.

The Contact Center’s Most Valuable Asset

The Contact Center’s Most Valuable Asset Tapping it effectively can help deliver excellent CXs.

Reversing the Contact Center Leadership Drift

Reversing the Contact Center Leadership Drift How AI-enabled leadership can improve agent supervision and performance.

The New Value of Unstructured Data To access it requires skill, the right tools, and knowledge.

Supercharging Data Management A sound data strategy can also maximize AI benefits.

Planning For the Inevitable How to transition technology when it dies.

Answering the Challenges Our Advisory Board shares timely insights into key contact center issues.

Optimizing Workforce Management – Part 1 Strategies for efficiency that strive for customer satisfaction.

The New Era of WFM AI is driving reimagined resource management.

Is WFM Keeping Up? What workforce management professionals need to do.

Why Your Contact Center Needs a Gateway And not just an IVR.

Why Contact Centers Can’t Afford to Wait AI voice agents are transforming how contact centers operate.

Supreme Telemarketing Changes? Key rulings on the TCPA and other regulations could create compliance uncertainty, for now.

Verint 300x250 20250116

WebEx 300x250

Optimizing Workforce Management – Part 2

Optimizing Workforce Management – Part 2 Strategies for efficiency that strive for customer satisfaction.

The Contact Center’s Most Valuable Asset

The Contact Center’s Most Valuable Asset Tapping it effectively can help deliver excellent CXs.

Reversing the Contact Center Leadership Drift

Reversing the Contact Center Leadership Drift How AI-enabled leadership can improve agent supervision and performance.

Beyond RPA, Chatbots, and Assistants Why agentic AI is superior: with the right data.

Answering the Challenges Our Advisory Board shares timely insights into key contact center issues.

Optimizing Workforce Management – Part 1 Strategies for efficiency that strive for customer satisfaction.

It’s Just People Leadership is about simplicity, humanity, and growth.

Mission Culture vs. Trench Culture Bridging the gap between what is said and how work is done.

Improving Healthcare Contact Center Outcomes How CaduceusHealth balanced costs and quality.

Meeting Digital-First Customer Expectations A guide for call center leaders.

How to Defend Training in Turbulent Times Using corporate language and leveraging AI can help thwart budget-cutters.

Tapping the Power of Culture – Part 2 How CQ can connect with customers.

Gamification or Gimmick? Can gamification truly enhance performance?

WFM for Dummies

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

RPCS MIT Report

Managing The Data Fuel

Managing The Data Fuel With AI, contact centers can be more proactive than just reactive in using data.

The Other Reason to Outsource

The Other Reason to Outsource It’s not about cost. It’s about commitment.

From AI Agents to Human Agents

From AI Agents to Human Agents How next-generation AI transforms voice calls.

Why Become AI-, Data-, and Cloud-Centric Following the best ways forward for contact centers.

Repairing the CX (and AI) Investments How to realign them with sought-after results.

Answering the Challenges Our Advisory Board shares timely insights into key contact center issues.

Improving Customer Engagement Amid Uncertainty Exploring AI’s role in making that happen.

It’s Just People Leadership is about simplicity, humanity, and growth.

Mission Culture vs. Trench Culture Bridging the gap between what is said and how work is done.

Supreme Telemarketing Changes? Key rulings on the TCPA and other regulations could create compliance uncertainty, for now.

How Automated Contact Channels are Evolving And the steps to take to ensure excellent omnichannel CX.

The Road Ahead for Auto Finance CX How AI, automation can help automotive lending CXs move forward.

Changing the WFM Game How CRM platforms can help score corporate goals with back-office plays.

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

MPower Agents eBook

WFM for Dummies

Managing The Data Fuel

Managing The Data Fuel With AI, contact centers can be more proactive than just reactive in using data.

The Contact Center’s Most Valuable Asset

The Contact Center’s Most Valuable Asset Tapping it effectively can help deliver excellent CXs.

Reversing the Contact Center Leadership Drift

Reversing the Contact Center Leadership Drift How AI-enabled leadership can improve agent supervision and performance.

From AI Agents to Human Agents How next-generation AI transforms voice calls.

Why Become AI-, Data-, and Cloud-Centric Following the best ways forward for contact centers.

The New Value of Unstructured Data To access it requires skill, the right tools, and knowledge.

Beyond RPA, Chatbots, and Assistants Why agentic AI is superior: with the right data.

Supercharging Data Management A sound data strategy can also maximize AI benefits.

Planning For the Inevitable How to transition technology when it dies.

Repairing the CX (and AI) Investments How to realign them with sought-after results.

Answering the Challenges Our Advisory Board shares timely insights into key contact center issues.

The New Era of WFM AI is driving reimagined resource management.

Is WFM Keeping Up? What workforce management professionals need to do.

AI Is Coming to Your Contact Center Are you ready?

Using AI to Create Super Agents These agents can also address AI issues.

The Hidden Sales Team in Your Call Center Here’s how your inbound agents can start driving meaningful revenue.

Verint 300x250 20250116

A No-BS Guide to Rescuing Your Contact Center with AI

A No-BS Guide to Rescuing Your Contact Center with AI A sponsored article by Regal.

Human Over Hype

Human Over Hype The reality behind AI in the contact center.

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger A sponsored article by Cognigy.

Best Use Cases for AI in Contact Centers A sponsored article by Cognigy.

How One Agent Handles 20M Calls a Year A sponsored article by Cognigy.

It’s Proven - You Really Can Buy Customer Satisfaction A Sponsored Article by NICE.

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

Putting Employee Experience at the Center of Digital Transformation

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

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

Boosting Agent Efficiency with Modern Channels & Automation Technology A Sponsored Article by Kustomer

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

From Hearing to Listening

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

The Great Contact Center Standoff

The Great Contact Center Standoff Customers Want Humans, Businesses Push Automation—Who Wins?

Vision 2025

Vision 2025 Key Contact Center Business Goals

Predictions for the U.S. Contact Center Industry in 2025 Research findings provide a look ahead.

What Do U.S. Customers Really Want From a Contact Center Interaction? Research findings impacting great customer experiences.

Can Contact Centers Mitigate Fraud Risks? Fraud is rampant, but steps can be taken to thwart threats.

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

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? 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.

Protecting The New (Home/Remote) Agents

Protecting The New (Home/Remote) Agents Employees who work from home are also vulnerable to disasters

How to Retain and Engage Your Best Agents

How to Retain and Engage Your Best Agents Consciously create engagement through your leadership decisions. Six ideas to create a great place to work.

A Checklist for Migrating Your Contact Center to the Cloud

A Checklist for Migrating Your Contact Center to the Cloud A thoughtful game plan to simplify the migration process from planning to execution.

Answering the Challenges Our Advisory Board shares timely insights into key contact center issues.

Extra! Extra! Advanced Tech Helps Newspaper! How technology investments improved service and remote work.

Docking Contact Centers in Turbulent Seas Labor costs, AI, and White House policies are shaping decisions.

Is Evil Contacting Your Contact Center? How to defend against harm.

The Competitive Advantage of Compliance How AI can help provide it.

Where WFH is Going AI may show the way.

Ready for the Next Disaster? Steps contact centers can take.

Making Remote Work Successful Employee choice, development, engagement are key.

The Contact Center Talent Crisis – Part 2 And how hiring underrepresented (and diverse) workforces can help.

WFM for Dummies