Contact Center Pipeline - Magazine for Contact Center Professionals

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"Offering access to Contact Center Pipeline empowers our customer service management teams at our multi-site centers."

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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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Subscriber #1,

2009

Ventana 1272022

January Issue

Moving Forward: What Will 2023 Bring for Contact Centers?

Featured Article

Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story

The One and Done Story Positively impact your customers, agents, efficiency and brand.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

What Do You Want to Take With You in 2023?

What Do You Want to Take With You in 2023? Unpack and sort your professional and personal life.

How to Succeed in the New Normal

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

Wall of Fame: Sangeeta Bhatnagar

Wall of Fame: Sangeeta Bhatnagar In recognition and appreciation to Sangeeta Bhatnagar, SB Global, our January 2023 Wall of Fame Author.

Building a Win-Win Customer Strategy

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

Tuning into Video

Tuning into Video The reasons why video in the contact center is going mainstream.

CX: The Key to Driving ROI

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

How to Create Real-World Loyalty

How to Create Real-World Loyalty An integrated digital customer/employee-driven approach can strengthen brand affinity.

The Virtual Shift

The Virtual Shift UCC applications and agents are moving off-premise, with some challenges.

Edging to the Brink of Change

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

4 Tips to Align Tech with Business Goals

4 Tips to Align Tech with Business Goals Contact centers must ensure that their technology supports the aims of the entire enterprise.

How WebRTC Addresses Real World Challenges

How WebRTC Addresses Real World Challenges Web Real-Time Communications is coming into its own as invaluable channel.

Aizan

Contact Center Pipeline Member Exclusives

Member Exclusive

Is It the End of the Cold Call?

Member Exclusive

Welcome to the Metaverse

Member Exclusive

Work from Home Survey Results

Editor's Picks

Welcome to the Metaverse

Welcome to the Metaverse How contact centers can help in this new interaction world.

Safely Continuing Customer Contact

Safely Continuing Customer Contact How contact centers can lower disaster risks in the new normal.

Low-Code/No-Code AI-Enabled Chatbots

Low-Code/No-Code AI-Enabled Chatbots How a DIY approach to intelligent virtual assistants is democratizing customer service delivery for all.

Cognigy 20220914

Sponsored Content

Be the Employer of Choice

Sponsored by:

Delivering Frictionless Customer Experience

Delivering Frictionless Customer Experience

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

14 Innovative Ideas for Personalization

14 Innovative Ideas for Personalization

Reimagining the Power of Self-Service

Customer Experience Best Practices: Make both customers and agents happy

The Post-Pandemic Agent Experience: What's Changed and What Needs to Change?

Foster agent purpose and be the employer of choice

Scorebuddy

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

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.

Checklist: Managing Work-from- Home Contact Center Agents

Checklist: Managing Work-from- Home Contact Center Agents NICE inContact has prepared the following Remote Agent Checklist to help you prepare in the event your workforce is forced to work from home.

Business Continuity & Disaster Recovery in the Contact Center

Business Continuity & Disaster Recovery in the Contact Center Minimizing impact from disasters and emergencies through proactive strategy

Verint: Adapt & Respond Educational Series

Verint: Adapt & Respond Educational Series

Dalbar: Navigating the Future of Quality & Coaching

Dalbar: Navigating the Future of Quality & Coaching Webinar by Dalbar

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

How to Create Real-World Loyalty

How to Create Real-World Loyalty An integrated digital customer/employee-driven approach can strengthen brand affinity.

The Virtual Shift

The Virtual Shift UCC applications and agents are moving off-premise, with some challenges.

Khoros

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story

The One and Done Story Positively impact your customers, agents, efficiency and brand.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

4 Tips to Align Tech with Business Goals Contact centers must ensure that their technology supports the aims of the entire enterprise.

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards.

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

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention

Why Employees Leave (and How to Retain Them) How people management software can help lower employee attrition.

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

Khoros

Five9 02

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story

The One and Done Story Positively impact your customers, agents, efficiency and brand.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

How WebRTC Addresses Real World Challenges Web Real-Time Communications is coming into its own as invaluable channel.

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards.

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

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention

Why Employees Leave (and How to Retain Them) How people management software can help lower employee attrition.

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

Reinventing Hiring for Speed Your contact center operations depend on it.

Mitigating the New Norm How BPOs can also help small-midmarket contact centers.

The Agent Experience Imperative How automation can keep both agents and customers loyal.

The Hard, Hidden Costs of Attrition Why retaining contact center staff must be your bottom-line top priority.

Challenging Circumstances, New Approaches Listening, focus on retention, new training methods, engagement key.

Working with a BPO in a Digital World Effective use of WFM by BPO partners can ensure excellent productivity.

NICE CX Lifetime

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story

The One and Done Story Positively impact your customers, agents, efficiency and brand.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

What Do You Want to Take With You in 2023? Unpack and sort your professional and personal life.

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

Tuning into Video The reasons why video in the contact center is going mainstream.

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

How to Create Real-World Loyalty An integrated digital customer/employee-driven approach can strengthen brand affinity.

The Virtual Shift UCC applications and agents are moving off-premise, with some challenges.

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

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards.

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

Reinventing Hiring for Speed Your contact center operations depend on it.

Mitigating the New Norm How BPOs can also help small-midmarket contact centers.

The Hard, Hidden Costs of Attrition Why retaining contact center staff must be your bottom-line top priority.

Aizan

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

What Do You Want to Take With You in 2023?

What Do You Want to Take With You in 2023? Unpack and sort your professional and personal life.

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

Tuning into Video The reasons why video in the contact center is going mainstream.

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

How to Create Real-World Loyalty An integrated digital customer/employee-driven approach can strengthen brand affinity.

The Virtual Shift UCC applications and agents are moving off-premise, with some challenges.

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

4 Tips to Align Tech with Business Goals Contact centers must ensure that their technology supports the aims of the entire enterprise.

How WebRTC Addresses Real World Challenges Web Real-Time Communications is coming into its own as invaluable channel.

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards.

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

Sponsor Wall of Fame: 2Ring In recognition and appreciation to 2Ring, our December 2022 Wall of Fame Sponsor.

Why Employees Leave (and How to Retain Them) How people management software can help lower employee attrition.

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

Reinventing Hiring for Speed Your contact center operations depend on it.

To Blend or Not to Blend? Can blending be an effective CX and productivity tool?

The Growing Value of Speech Technology Speech continues to be the foundation of customer and employee interactions.

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

Verint

Upskilling Contact Center Agents with Simulation Training

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

An Executive Interview with Kustomer.

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

The Way Customers Communicate with Brands Is Changing

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

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

What Call Center Managers Need to Know About AI Text Analytics A Sponsored Article by Scorebuddy

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

The Operational Data Your Wallboard Solution Needs A Sponsored Article by Geomant

Executive Interview with LiveVox Founder & CEO Louis Summe A Sponsored Article by LiveVox

Employee Experience in the Contact Center A Sponsored Article by Poly

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table A Sponsored Article by LiveVox

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.

Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers

Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers Going back to the basics can maintain—and improve—performance during a crisis.

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

Moving Forward: What Will 2023 Bring for Contact Centers?

Updating the Employee Playbook

How to Create Real-World Loyalty

The Virtual Shift

Edging to the Brink of Change

How WebRTC Addresses Real World Challenges

Winning Customer and Employee Support

Staffing in the New Normal

Reinventing Hiring for Speed

Wall of Fame: Sangeeta Bhatnagar

Wall of Fame: Sangeeta Bhatnagar In recognition and appreciation to Sangeeta Bhatnagar, SB Global, our...

Sponsor Wall of Fame: 2Ring

Sponsor Wall of Fame: 2Ring In recognition and appreciation to 2Ring, our December 2022 Wall of...

Wall of Fame: Janet LeBlanc

Wall of Fame: Janet LeBlanc In recognition and appreciation to Janet LeBlanc, President, Janet...

Moving Forward: What Will 2023 Bring for Contact Centers?

The One and Done Story

Updating the Employee Playbook

What Do You Want to Take With You in 2023?

Most Popular

Looking Ahead to 2020

How to Engage and Empower the New Contact Center Workforce

Contact Center Challenges & Priorities for 2017

Food for Thought… Promote Your Contact Center’s Visibility

NICE Lifetime