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The 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."

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 recommended.

Bill Hartline
Subscriber #1,

2009

Forrester Wave 20230410

JUNE Issue

Gardening the CX

Featured Article

Gardening the CX

How Stanley Black & Decker Outdoor gets the CX done.

The Hurrier I Go... The Behinder I Get!

The Hurrier I Go... The Behinder I Get! Taking time to make impactful decisions.

The Rising Importance of Contact Centers

The Rising Importance of Contact Centers Do not underestimate centers’ value to the business.

How to Put Bots to Work

How to Put Bots to Work Bots are revolutionizing user interfaces.

How to Efficiently Maximize Contact Reach

How to Efficiently Maximize Contact Reach If you haven’t invested in a dialer, now is the time to do so.

Reaching Out to Improve the B2B CX

Reaching Out to Improve the B2B CX How well-executed outbound customer contacts can deliver excellent CXs.

How to Optimize Conversations and Augment Customer Value

How to Optimize Conversations and Augment Customer Value AI guidance can power improved customer interaction outcomes.

5 Practical Employee Retention Strategies that Work

5 Practical Employee Retention Strategies that Work How B2B organizations can respond to the Great Resignation.

Is There a Future for Outbound?

Is There a Future for Outbound? Outbound communications is increasingly vital but is facing pressure on many fronts.

Revolutionizing Customer Service

Revolutionizing Customer Service Is Generative AI/ChatGPT set to transform the contact center industry?

Three Tips for Inside Sales Success

Three Tips for Inside Sales Success Navigating the new reality of B2B sales to capitalize on shifting buyer behavior.

Evolving the Contact Center into a Data-Driven Brand Guardian The most successful contact centers will enact this transformational change to smarter CXs.

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Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

Is It the End of the Cold Call?

Subscriber Exclusive

Welcome to the Metaverse

Subscriber Exclusive

Work from Home Survey Results

Editor's Picks

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers.

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 Future is Now … Agents in “High Demand”

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

USAN

Sponsored Content

Make Every Interaction Feel Better Than Expected

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Always On Means Always Acing Customer Expectations

Always On Means Always Acing Customer Expectations Survey says: Meet customer expectations anywhere, anytime

AI-powered, Digital-First Journey Excellence

AI-powered, Digital-First Journey Excellence Get this new report “The 3 Stages Toward AI-powered, Digital-First Journey Excellence”

14 Innovative Ideas for Personalization

14 Innovative Ideas for Personalization Harness Hyper-Personalization with 14 New Ideas

Planning Guide 2023: Customer Experience

2023 US Decision Makers Guide from ContactBabel

Putting AI and automation to work from ContactBabel

Proactive Outreach: Generate Customer Loyalty and Boost Your Finances

NICE Interactions 20230410

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! 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.

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 Minimizing impact from disasters and emergencies through proactive strategy

Verint: Adapt & Respond Educational Series

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

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

Preparing Your Call Center for Hurricane Season Get ahead of the next natural disaster with these simple prep tips.

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there?

Going Home for Talent Providing remote work is a necessity, not an option.

Cognigy728x9020230420

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

How to Put Bots to Work

How to Put Bots to Work Bots are revolutionizing user interfaces.

Reaching Out to Improve the B2B CX

Reaching Out to Improve the B2B CX How well-executed outbound customer contacts can deliver excellent CXs.

How to Optimize Conversations and Augment Customer Value AI guidance can power improved customer interaction outcomes.

Revolutionizing Customer Service Is Generative AI/ChatGPT set to transform the contact center industry?

Three Tips for Inside Sales Success Navigating the new reality of B2B sales to capitalize on shifting buyer behavior.

Evolving the Contact Center into a Data-Driven Brand Guardian The most successful contact centers will enact this transformational change to smarter CXs.

The ChatGPT Revolution? Will, and how, this new technology model help contact centers?

The AI Duo Contact Centers Need How Generative AI and Conversational AI improves the CX.

Caller Authentication: The Cybersecurity “Seat Belt” Utilizing caller authentication with voice biometrics can protect customers.

Preparing Your Call Center for Hurricane Season Get ahead of the next natural disaster with these simple prep tips.

Getting the Most From Your Chatbots Common issues, solutions, and developments (like ChatGPT) to this popular application.

It’s Time to Level Up With Outsourcing How SMBs can compete on customer service, support with enterprises.

Keeping the CX Chain How retail contact centers can cope with supply chain disruptions.

Data Analytics: The Rx for CX Challenges, opportunities in using data analytics.

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there?

Take Charge... Promote your Contact Center’s Value and Visibility.

cognigy20230420-300x250

Cisco on Premise

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

How to Put Bots to Work

How to Put Bots to Work Bots are revolutionizing user interfaces.

Reaching Out to Improve the B2B CX

Reaching Out to Improve the B2B CX How well-executed outbound customer contacts can deliver excellent CXs.

Three Tips for Inside Sales Success Navigating the new reality of B2B sales to capitalize on shifting buyer behavior.

Putting Employee Experience at the Center of Digital Transformation

What Goes Down Must Come Up A progress in spirals.

How to Manage Telecom Fraud Telecom fraud can’t be eradicated but its risks can be minimized.

Transforming CPG Customer Experiences Attended automation can bolster sales, loyalty, and performance.

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there?

How to Drive Employee and Customer Happiness Digital adoption platforms can satisfy both ends of the contact center line.

Going Home for Talent Providing remote work is a necessity, not an option.

Are Gig Economy Workers the Next Agents? Why and how best to attract gig workers for your contact center.

Understanding GigCX GigCX promises scalable excellent service but how does it work?

Forrester Wave

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

The Hurrier I Go... The Behinder I Get!

The Hurrier I Go... The Behinder I Get! Taking time to make impactful decisions.

The Rising Importance of Contact Centers

The Rising Importance of Contact Centers Do not underestimate centers’ value to the business.

5 Practical Employee Retention Strategies that Work How B2B organizations can respond to the Great Resignation.

Is There a Future for Outbound? Outbound communications is increasingly vital but is facing pressure on many fronts.

Evolving the Contact Center into a Data-Driven Brand Guardian The most successful contact centers will enact this transformational change to smarter CXs.

What Goes Down Must Come Up A progress in spirals.

It’s Time to Level Up With Outsourcing How SMBs can compete on customer service, support with enterprises.

Combatting the Invisible Enemy Nuisance and nefarious calls are targeting agents and killing KPIs.

Take Charge... Promote your Contact Center’s Value and Visibility.

How to Win the Hearts of Gen Z Tailored experiences meet their different mindset, expectations.

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm.

Transforming the Support CX with Video How these tools enable effective support from agents at home.

Nice Forrester 300x250

Interactions Train

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

The Rising Importance of Contact Centers

The Rising Importance of Contact Centers Do not underestimate centers’ value to the business.

How to Put Bots to Work

How to Put Bots to Work Bots are revolutionizing user interfaces.

How to Efficiently Maximize Contact Reach If you haven’t invested in a dialer, now is the time to do so.

Reaching Out to Improve the B2B CX How well-executed outbound customer contacts can deliver excellent CXs.

How to Optimize Conversations and Augment Customer Value AI guidance can power improved customer interaction outcomes.

Is There a Future for Outbound? Outbound communications is increasingly vital but is facing pressure on many fronts.

Revolutionizing Customer Service Is Generative AI/ChatGPT set to transform the contact center industry?

The ChatGPT Revolution? Will, and how, this new technology model help contact centers?

Putting Employee Experience at the Center of Digital Transformation

The AI Duo Contact Centers Need How Generative AI and Conversational AI improves the CX.

Caller Authentication: The Cybersecurity “Seat Belt” Utilizing caller authentication with voice biometrics can protect customers.

How to Manage Telecom Fraud Telecom fraud can’t be eradicated but its risks can be minimized.

How to Win the Hearts of Gen Z Tailored experiences meet their different mindset, expectations.

Going Home for Talent Providing remote work is a necessity, not an option.

12 Tips to WFH Success Here’s how to make working from home less daunting.

Verint

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

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 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

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

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

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.

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

Seven Contact Center New Year’s Resolutions for 2021

Seven Contact Center New Year’s Resolutions for 2021 Achievable goals that will pay off in improved employee engagement and customer service.

Steering around the Staffing Rapids

Steering around the Staffing Rapids New legislation targets implicit biases, potential harmful technology.

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

Preparing Your Call Center for Hurricane Season Get ahead of the next natural disaster with these simple prep tips.

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there?

Going Home for Talent Providing remote work is a necessity, not an option.

Understanding GigCX GigCX promises scalable excellent service but how does it work?

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm.

12 Tips to WFH Success Here’s how to make working from home less daunting.

Transforming the Support CX with Video How these tools enable effective support from agents at home.

Delivering Awesome Customer Experiences–Even From Home WFH can provide excellent CX when done effectively.

Wall of Fame: Leslie O'Flahavan

Wall of Fame: Leslie O'Flahavan In recognition and appreciation to Leslie O'Flahavan, E-WRITE, our...

Wall of Fame: Cognigy

Wall of Fame: Cognigy In recognition and appreciation to Cognigy, our February 2023 Wall of...

Wall of Fame: Sangeeta Bhatnagar

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

Gardening the CX

The Hurrier I Go... The Behinder I Get!

The Rising Importance of Contact Centers

How to Put Bots to Work

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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 Interactions 20230410