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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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
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2009

Go for the CX Gold Report

Connecting With Anxious Customers

Featured Article

Connecting With Anxious Customers

The cases for careful deflection, supporting preferred channels, and proactive outreach.

The Fine Art of Contact Center Management – Part 1

The Fine Art of Contact Center Management – Part 1 Understanding and responding to, the center’s driving forces.

Distinctive Service Through Customer Choice and Human Connection

Distinctive Service Through Customer Choice and Human Connection Securing success with self-service technologies.

AI: What’s Possible and Practical?

AI: What’s Possible and Practical? Reimagining how AI can be used in the contact center.

The Four Pillars of CX

The Four Pillars of CX Obtaining modern capabilities by overcoming legacy technology challenges.

Transforming the CX Landscape

Transforming the CX Landscape Can Generative AI help achieve fully autonomous customer support?

The Evolving Omnichannel Experience

The Evolving Omnichannel Experience Customers want personalization and consistency from contact centers.

Skating to Where the Puck is Going

Skating to Where the Puck is Going Here are several key trends in customer service.

Tailoring Technology For Success

Tailoring Technology For Success Why a custom contact center platform is the best fit.

The Code to CX

The Code to CX How QR codes redefine customer engagement and support.

How To Restore Trust in Outbound Calling

How To Restore Trust in Outbound Calling Why branded and verified calls are key.

The AI Divide

The AI Divide And how contact centers can help bridge it.

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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How InGenius CTI Supercharges Your AI Investment

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Treat Voice as a Digital Channel

Treat Voice as a Digital Channel Discover the benefits of integrating Salesforce Service Cloud Voice and your telephony system.

Build vs. Buy: Empowering Contact Centers to Make the Right Tech Investment

Case Study: SPI Health and Safety Streamlines their Customer Service with CTI

Seamlessly Integrate Genesys Engage with Salesforce Service Cloud Voice to Unlock Einstein AI

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Most Popular

Disruption Ahead for The Contact Center Workforce – Part 2

Is Your Contact Center Overexercised?

Can Contact Centers Mitigate Fraud Risks?

The Fine Art of Contact Center Management – Part 1

Connecting With Anxious Customers

How To Restore Trust in Outbound Calling

Can Voice Authentication Help Overwhelmed Agents?

The Four Pillars of CX

Go for the CX Gold Report

Sponsored Content

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Gartner® report reveals lessons learned on implementing CCaaS successfully.

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Brick, Click, & Beyond: Dissecting Retail’s Hurdles & Designing the Ultimate CX Blueprint

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Making Medicaid Applications and Renewals Constituent Centric

Your guide to putting data-driven CX AI into ACTION

Forrester Planning Guide 2024: Customer Experience

Cloud Racers

The Fine Art of Contact Center Management – Part 1

The Fine Art of Contact Center Management – Part 1 Understanding and responding to, the center’s driving forces.

The Four Pillars of CX

The Four Pillars of CX Obtaining modern capabilities by overcoming legacy technology challenges.

Transforming the CX Landscape

Transforming the CX Landscape Can Generative AI help achieve fully autonomous customer support?

The Evolving Omnichannel Experience Customers want personalization and consistency from contact centers.

Tailoring Technology For Success Why a custom contact center platform is the best fit.

How To Restore Trust in Outbound Calling Why branded and verified calls are key.

Working With Consultants How to maximize the benefits of their counsel and services.

Shoe-Leather Reporting Write a report worth reading!

Asking the Right Questions Knowing how will help to excel at customer interactions.

Why Software QA is Good for Business (to Business) Delivering excellent B2B CX depends on optimally-functioning solutions.

Assessing the Potential of Fractional Consulting How this practice can maximize contact center efficiency.

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

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes.

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The Fine Art of Contact Center Management – Part 1

The Fine Art of Contact Center Management – Part 1 Understanding and responding to, the center’s driving forces.

The Four Pillars of CX

The Four Pillars of CX Obtaining modern capabilities by overcoming legacy technology challenges.

Transforming the CX Landscape

Transforming the CX Landscape Can Generative AI help achieve fully autonomous customer support?

Working With Consultants How to maximize the benefits of their counsel and services.

Customer Service Awakened The mindset of a servant challenger.

Capitalize on These Retail CX Strategies How contact centers can meet (and exceed) customer expectations.

Navigating the Training Maze How to steer around the challenges of building a resilient team.

The Contact Center Heroes Without Capes How working effectively with consultants can help drive success.

Is Your Contact Center Overexercised? The importance of understanding the impact of underestimating and under provisioning the Contact Center.

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them.

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home.

Donning the Digital Armor Here’s how contact centers can thwart and mitigate attacks.

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

Happiness Index Report 2 20240722

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

Connecting With Anxious Customers

Connecting With Anxious Customers The cases for careful deflection, supporting preferred channels, and proactive outreach.

The Fine Art of Contact Center Management – Part 1

The Fine Art of Contact Center Management – Part 1 Understanding and responding to, the center’s driving forces.

AI: What’s Possible and Practical?

AI: What’s Possible and Practical? Reimagining how AI can be used in the contact center.

The Four Pillars of CX Obtaining modern capabilities by overcoming legacy technology challenges.

Skating to Where the Puck is Going Here are several key trends in customer service.

Tailoring Technology For Success Why a custom contact center platform is the best fit.

The Code to CX How QR codes redefine customer engagement and support.

How To Restore Trust in Outbound Calling Why branded and verified calls are key.

Working With Consultants How to maximize the benefits of their counsel and services.

Shoe-Leather Reporting Write a report worth reading!

Customer Service Awakened The mindset of a servant challenger.

Capitalize on These Retail CX Strategies How contact centers can meet (and exceed) customer expectations.

Navigating the Training Maze How to steer around the challenges of building a resilient team.

Asking the Right Questions Knowing how will help to excel at customer interactions.

Upland 20231115

Happiness Index Report 2 20240722

Connecting With Anxious Customers

Connecting With Anxious Customers The cases for careful deflection, supporting preferred channels, and proactive outreach.

Distinctive Service Through Customer Choice and Human Connection

Distinctive Service Through Customer Choice and Human Connection Securing success with self-service technologies.

AI: What’s Possible and Practical?

AI: What’s Possible and Practical? Reimagining how AI can be used in the contact center.

Transforming the CX Landscape Can Generative AI help achieve fully autonomous customer support?

The Evolving Omnichannel Experience Customers want personalization and consistency from contact centers.

Skating to Where the Puck is Going Here are several key trends in customer service.

The Code to CX How QR codes redefine customer engagement and support.

The AI Divide And how contact centers can help bridge it.

Tailoring Generative AI for the Contact Center Why a vertical-specific solution is the best choice.

No Turning Back on AI AI is now essential for great CX.

Please Don’t Put Me On Hold Your customers are not happy waiting while you log in.

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home.

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes.

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.

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

Can Contact Centers Mitigate Fraud Risks?

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

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? 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!

Taking WFM to the Cloud

Taking WFM to the Cloud TrialCard gained efficiencies, met challenges.

A Conversation on Coaching and Training

A Conversation on Coaching and Training Happitu’s Rob Dwyer shares his insights.

The Rocket Man and a Watershed Year

The Rocket Man and a Watershed Year A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry.

Why Software QA is Good for Business (to Business) Delivering excellent B2B CX depends on optimally-functioning solutions.

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them.

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home.

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes.

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.

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