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Coronavirus Resources and Information for Contact Centers READ MORE

The Magazine for Contact Center Professionals

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

Amanda
Insurance/Financial Services Company

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

Bill Hartline
Subscriber #1,

2009

July
Featured Article

Preventing Agent Burnout

Take steps to mitigate stress overload during COVID-19.

Buyer’s Guide to Cloud Solutions

Three key areas that will ensure a successful relationship with your chosen cloud solutions vendor.

Current Issue

Contact Centers Today… A Management Balancing Act

Three conditions leaders take on that contribute to a circus-like atmosphere.

Changes in Contact Center Latitudes, Changes in AI Attitudes

The move to AI implementation will be faster than anyone originally thought.

Tips for Onboarding New-Hires Remotely

Help new employees feel more connected by recreating the onboarding experience virtually.

20 Empathy Statements to Show Stressed-Out Customers That You Care

Even the most empathy-willing agents will struggle to show empathy when they’re overburdened, like they are now.

Ian Stokol, CCXP

CX is understood by the people who practice it. Very few people outside of the CX community understand how deep and complex the discipline is.

Three Things Seasoned Work-From-Home Leaders Always Get Right

Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

Customer security is part of the entire customer experience. Safe and secure customer information is part of creating a customer journey with minimal customer effort.