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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 recomended.

Bill Hartline
Subscriber #1,

2009

January
Featured Article

Moving Forward: What Will 2021 Bring for Contact Centers?

Contact Center Pipeline’s Advisory Board shares solid advice to take into the new year.

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.

Current Issue

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ARTICLES

Get the Ball Rolling… 2021 Here We Come!

Now is an opportune time to evaluate the contact center’s current state.

Can You Say Con-tin-gen-cy?

It’s time to start planning for the next major catastrophic event.

Seven Contact Center New Year’s Resolutions for 2021

Achievable goals that will pay off in improved employee engagement and customer service.

Inside View: Michael Lawder, Chief Experience Officer, ASAPP

Companies end up spending a lot of energy trying to reduce costs, deflect customer interactions and retain customers without having to spend money on them.

Three Steps to Acing AI-Human Interactions

Consumers expect immediate assistance with hyper-personalized advice regardless of how they engage with your brand.

Invest in Your Human Capital

How do I calculate return on investment? By smiles, laughter, appreciation and camaraderie.

Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry

Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.