Contact Center Pipeline

Can Contact Centers Mitigate Fraud Risks?

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

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic?

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Overcoming the Workforce Challenges

Overcoming the Workforce Challenges How managers can ensure having the right people at the right times.

Lifting Agility

Lifting Agility How going to cloud telephony and WFM helped Radial meet business needs.

Enabling Productive CX in Challenging Times

Enabling Productive CX in Challenging Times Can AI help square customer and contact center needs?

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

How Contact Centers Can Have Available Quality Agents - Part 3

How Contact Centers Can Have Available Quality Agents - Part 3 Multiple forces are constraining contact center workforces.

Staffing in the Age of Angst

Staffing in the Age of Angst How to attract and retain high quality agents in this challenging era.

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2 Multiple forces are constraining contact center workforces.

Learning from the Customers

Learning from the Customers Companies should focus on the total experience.

Hearing (and Understanding) the Customers

Hearing (and Understanding) the Customers How to best tap their invaluable insights.

How Contact Centers Can Have Available Quality Agents - Part 1

How Contact Centers Can Have Available Quality Agents - Part 1 Multiple forces are constraining contact center workforces.

Managing the Data

Managing the Data How contact centers can obtain meaningful insights from customer engagement data.

Keeping Retail on the Road

Keeping Retail on the Road Personalization and agent empowerment can steer the CX in the right direction.

Building Connections with Edgy Customers

Building Connections with Edgy Customers The growing customer/brand disconnects and how to close them.

What Is The New Normal?

What Is The New Normal? How the COVID-19 pandemic permanently changed customer interactions and environments.

Flying Through the Turbulence

Flying Through the Turbulence How contact centers can get through the stiff CX-impacting staffing and Gen Z winds.

Taking WFM to the Cloud

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

Tuning the CX Engine

Tuning the CX Engine How you train then coach your agents keeps your contact center on the road.

The Need to Make the Best Customer Connections

The Need to Make the Best Customer Connections How contact centers can productively respond in the face of higher CX expectations.

Gardening the CX

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

Is There a Future for Outbound?

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

The ChatGPT Revolution?

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

Getting the Most From Your Chatbots

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

Is Work From Home the New Normal?

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

Understanding GigCX

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

Looking Beyond the Wrinkles

Looking Beyond the Wrinkles Why contact centers must retain and hire aging workers.

Key Trends in Agent Productivity

Key Trends in Agent Productivity How contact centers can get on top of critical operations factors.

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences.

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 Virtual Shift

The Virtual Shift UCC applications and agents are moving off-premise, with some challenges.

Winning Customer and Employee Support

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards.

Staffing in the New Normal

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

To Blend or Not to Blend?

To Blend or Not to Blend? Can blending be an effective CX and productivity tool?

The Growing Value of Speech Technology

The Growing Value of Speech Technology Speech continues to be the foundation of customer and employee interactions.

“Hearing” and Heeding Today’s Customers

“Hearing” and Heeding Today’s Customers Digital channels, immediacy, and WFH are shaping the conversations.

Welcome to the Metaverse

Welcome to the Metaverse How contact centers can help in this new interaction world.

Canada’s Modernizing Payment Systems

Canada’s Modernizing Payment Systems Customers, companies, and workers alike will benefit from these improvements.

Safely Continuing Customer Contact

Safely Continuing Customer Contact How contact centers can lower disaster risks in the new normal.

Do We Know Clouds (Contact Centers)?

Do We Know Clouds (Contact Centers)? Understanding this technology environment.

Contact Center Forecast: Increased Cloudiness?

Contact Center Forecast: Increased Cloudiness? Contact center applications continue to be sourced from the cloud and here’s why.

Walking the Walk: TD Bank’s New Financial Wellbeing Program

Walking the Walk: TD Bank’s New Financial Wellbeing Program TD Bank’s new training program helps its contact center agents achieve their financial goals.

Managing the New Normal Workforces

Managing the New Normal Workforces Automation, new channels, WFH, and the Great Resignation are shaping workforce management.

Keeping the Customer Promise

Keeping the Customer Promise EFG Companies has won multiple Stevie Awards since 2014 for its excellent customer service.

Multiple Channels, Challenges, and Opportunities

Multiple Channels, Challenges, and Opportunities How can organizations best handle inbound customer contacts in the new normal?

Should Agents Work from Home?

Should Agents Work from Home? Why agents went home: and why they should come back.

Contacting for Customers

Contacting for Customers Well-planned (and compliant) outbound customer contact is becoming critical to support an excellent CX.

WFH for B2B?

WFH for B2B? Not a few business-serving contact centers have also moved home, but will they stay there?

Most Read

Research

Can Contact Centers Mitigate Fraud Risks?

Can Contact Centers Mitigate Fraud Risks?

Turnover

Is Your Contact Center Overexercised?

Is Your Contact Center Overexercised?

Operations

Disruption Ahead for The Contact Center Workforce – Part 2

Disruption Ahead for The Contact Center Workforce – Part 2

Operations

Strategies for Managing Remote Call Center Teams – Part 2

Strategies for Managing Remote Call Center Teams – Part 2

People

Can Voice Authentication Help Overwhelmed Agents?

Can Voice Authentication Help Overwhelmed Agents?

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