Contact Center Pipeline - Magazine for Contact Center Professionals

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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
Subscriber #1,

2009

Trends Gartner Checklist

Which Road to Take in Site Selection?

Featured Article

Which Road to Take in Site Selection?

Each route has its twists and turns.

QA Through the Agents’ Eyes

QA Through the Agents’ Eyes And how to address common issues involving them.

Why Behavioral Analytics Matter

Why Behavioral Analytics Matter And more than ever in contact center hiring.

The Human Touch Paradox

The Human Touch Paradox Why premium service is the next CCaaS battleground.

Why Screening Harder Won’t Win – Part 1

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

Unlocking the Cloud’s Value

Unlocking the Cloud’s Value Smarter strategies for contact centers.

The AI Assistant-App Face-Off

The AI Assistant-App Face-Off How do these digital channels compare?

How to Make Remote Work Actually Work

How to Make Remote Work Actually Work Supporting remote agents requires commitment.

Is WFH Really DOA?

Is WFH Really DOA? Remote/hybrid work is alive: including in contact centers.

How to Make Contact Centers Smarter

How to Make Contact Centers Smarter And more scalable, empathetic, and drive revenues.

Evolving Threats, Evolving Responses

Evolving Threats, Evolving Responses How contact centers can best respond to the next disaster.

What Contact Centers Should Know About MCP

What Contact Centers Should Know About MCP How MCP helps AI systems access context more reliably.

NiCE Elevate Ai Accurate

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

Moving Forward: What Will 2026 Bring For Contact Centers?

Subscriber Exclusive

Looking Beyond the AI Hype

Subscriber Exclusive

Is AI Falling into the IVR Traps?

Cognigy Agentic AI Frontline Report

Most Popular

Is The Agentic AI Journey Worth the Drive?

Will AI Shrink the Contact Center?

AI Won’t Save Your Contact Center

The Return to Voice

Taking Off With the Contact Center

Repairing Missed Customer Connections

The Power of Post-Purchase Personalization

How Contact Centers Finally Found Their Voice

Webex AI Agent 20250701

Which Road to Take in Site Selection?

Which Road to Take in Site Selection? Each route has its twists and turns.

QA Through the Agents’ Eyes

QA Through the Agents’ Eyes And how to address common issues involving them.

Why Behavioral Analytics Matter

Why Behavioral Analytics Matter And more than ever in contact center hiring.

The Human Touch Paradox Why premium service is the next CCaaS battleground.

Unlocking the Cloud’s Value Smarter strategies for contact centers.

How to Make Remote Work Actually Work Supporting remote agents requires commitment.

Is WFH Really DOA? Remote/hybrid work is alive: including in contact centers.

How to Make Contact Centers Smarter And more scalable, empathetic, and drive revenues.

Evolving Threats, Evolving Responses How contact centers can best respond to the next disaster.

Taking Off With the Contact Center How ultra-low-cost carrier Volaris provides excellent customer service.

The Return to Voice Why customers prefer human connection for complex interactions.

Your Metrics Are Accurate…and Misleading And here’s how to fix them.

Turning Acquisition Chaos into Clarity How to untangle merged contact center operations.

Verint 300x250 20250116

WebEx 300x250

Webex AI Agent 20250701

Which Road to Take in Site Selection?

Which Road to Take in Site Selection? Each route has its twists and turns.

QA Through the Agents’ Eyes

QA Through the Agents’ Eyes And how to address common issues involving them.

Why Behavioral Analytics Matter

Why Behavioral Analytics Matter And more than ever in contact center hiring.

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

Is WFH Really DOA? Remote/hybrid work is alive: including in contact centers.

When GenAI Should Do the Writing It can help the agents and the customers.

What Contact Centers Can Learn from ATMs Why ATMs should make agents feel better about their jobs.

Bullying, Burnout, and Interpersonal Breakdowns Why and how they need to be addressed.

Beyond the Accent How to build interaction clarity and confidence.

Accommodating the Accents How new AI-powered tools can improve CX.

The Hidden Accessibility Crisis Why both customers and agents with disabilities matter now.

Why Traditional Screening Misses Your Biggest Retention Risk The overlooked factor that predicts turnover and sick leave.

The Neurodiversity Disconnect How to reconnect with excellent neurodivergent agents.

Cognigy Agentic AI Frontline Report

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

Cognigy Agentic AI Frontline Report

Unlocking the Cloud’s Value

Unlocking the Cloud’s Value Smarter strategies for contact centers.

The AI Assistant-App Face-Off

The AI Assistant-App Face-Off How do these digital channels compare?

How to Make Contact Centers Smarter

How to Make Contact Centers Smarter And more scalable, empathetic, and drive revenues.

What Contact Centers Should Know About MCP How MCP helps AI systems access context more reliably.

Taking Off With the Contact Center How ultra-low-cost carrier Volaris provides excellent customer service.

The Return to Voice Why customers prefer human connection for complex interactions.

An Interview with JM&A Group How automation and AI are adding value.

Your Metrics Are Accurate…and Misleading And here’s how to fix them.

Bullying, Burnout, and Interpersonal Breakdowns Why and how they need to be addressed.

Beyond the Accent How to build interaction clarity and confidence.

The Hidden Accessibility Crisis Why both customers and agents with disabilities matter now.

Why Traditional Screening Misses Your Biggest Retention Risk The overlooked factor that predicts turnover and sick leave.

The Neurodiversity Disconnect How to reconnect with excellent neurodivergent agents.

Is The Agentic AI Journey Worth the Drive? Can agentic AI bring contact centers to where they want to be?

WebEx 300x250

Cognigy Agentic AI Frontline Report

The Human Touch Paradox

The Human Touch Paradox Why premium service is the next CCaaS battleground.

Why Screening Harder Won’t Win – Part 1

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

The AI Assistant-App Face-Off

The AI Assistant-App Face-Off How do these digital channels compare?

What Contact Centers Should Know About MCP How MCP helps AI systems access context more reliably.

Taking Off With the Contact Center How ultra-low-cost carrier Volaris provides excellent customer service.

An Interview with JM&A Group How automation and AI are adding value.

When GenAI Should Do the Writing It can help the agents and the customers.

What Contact Centers Can Learn from ATMs Why ATMs should make agents feel better about their jobs.

Accommodating the Accents How new AI-powered tools can improve CX.

Is The Agentic AI Journey Worth the Drive? Can agentic AI bring contact centers to where they want to be?

Will AI Shrink the Contact Center? What will centers look like with AI?

The Power of Post-Purchase Personalization How AI can assist excellent product experiences (PXs).

Repairing Missed Customer Connections How to join automation and agents.

The “Little Bill” That says a lot.

Looking Beyond the AI Hype What AI can actually deliver in contact centers.

When IT Needs Support… How automation, including AI, helps people help people.

Verint 300x250 20250116

Contact Center AI at the Speed of Service

Contact Center AI at the Speed of Service The future of CX is real-time.

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 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.

WiserOwl Helps Global Eyewear Contact Center Save Millions A Sponsored Case Study by WiserOwl

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

Putting Employee Experience at the Center of Digital Transformation

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

The Return to Voice

The Return to Voice Why customers prefer human connection for complex interactions.

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 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.

Invest in Your Human Capital

Invest in Your Human Capital Engaged employees are your company’s greatest asset. Tips to get the maximum return on your investment.

Simplifying the Human Complexities

Simplifying the Human Complexities How best to manage contact center workforce challenges

Tips for Onboarding New-Hires Remotely

Tips for Onboarding New-Hires Remotely Help new employees feel more connected by recreating the onboarding experience virtually.

Which Road to Take in Site Selection? Each route has its twists and turns.

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

How to Make Remote Work Actually Work Supporting remote agents requires commitment.

Is WFH Really DOA? Remote/hybrid work is alive: including in contact centers.

Evolving Threats, Evolving Responses How contact centers can best respond to the next disaster.

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.

Cognigy Agentic AI Frontline Report