Tuning the CX Engine

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

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?

Going Home for Talent

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

Understanding GigCX

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

Exploring the Future of Work

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

Transforming the Support CX with Video

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

Hearing the Need for Audio Quality

Hearing the Need for Audio Quality Is audio the missing piece in the call center concentrations crisis?

Key Trends in Agent Productivity

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

It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience Is a complicated desktop hindering your agents?

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.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

Winning Customer and Employee Support

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

Work From Home vs. Hybrid?

Work From Home vs. Hybrid? What Will Contact Centers Decide

Safely Continuing Customer Contact

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

Three Ways to Assure Business Continuity

Three Ways to Assure Business Continuity Self-service, automation, and testing key: and critical.

How to be Great in Workforce Management

How to be Great in Workforce Management Three approaches to training.

Steering around the Staffing Rapids

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

Should Agents Work from Home?

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

Conquering the New World of Contract Work

Conquering the New World of Contract Work The COVID-19 pandemic liberated the workplace. Where do contact center-using organizations go from here?

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?

Protecting Data, Payments, Providing Positive CX

Protecting Data, Payments, Providing Positive CX Companies must walk a fine line between adopting new technology and maintaining consumer trust.

From the Heart

From the Heart Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Work from Home... Are You Sure of the Future?

Work from Home... Are You Sure of the Future? It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

The New Normal: Navigating Change, Disruption

The New Normal: Navigating Change, Disruption Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Going Home: For Good?

Going Home: For Good? How COVID-19 has upended BC/DR and staffing strategies

Providing Resiliency During Challenging Times

Providing Resiliency During Challenging Times How a contact center adapted and executed its BC/DR plan, and lessons learned

Growing Customers During Disasters

Growing Customers During Disasters How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Old and In the Way

Old and In the Way Baby boomers and work-from-home contact center models—it’s a win-win situation.

Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success How to maintain high professional standards when interacting via video.

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years.

How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams? A strong culture provides remote team members with a sense of belonging that can counteract feelings of isolation.

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce.

The Times They Are a-Changin’

The Times They Are a-Changin’ Once the pandemic is behind us, will contact centers try to slip back into “the way it’s always been done”?

Can You Say Con-tin-gen-cy?

Can You Say Con-tin-gen-cy? It’s time to start planning for the next major catastrophic event.

Moving Contact Center Agents Home for the Long-Term

Moving Contact Center Agents Home for the Long-Term A look at the main workstreams affected by the shift home, and best practices for developing a secure model.

Seven Ways the Pandemic Affected My WFM Role

Seven Ways the Pandemic Affected My WFM Role 2020 has been a uniquely challenging year. What does it mean for forecasts, schedules and planning?

Inside View: PFS

Inside View: PFS Lessons shared from a COVID-19 work-from-home transition success story.

How to Make Work Work Again

How to Make Work Work Again The potential for hybrid customer service after COVID-19.

Maintaining Customer Support in a Crisis

Maintaining Customer Support in a Crisis Best practices for call center operations in turbulent times.

Building a Sustainable Strategy for Remote Agents

Building a Sustainable Strategy for Remote Agents The COVID-19 crisis has forced contact center leaders to rethink long-term remote agent strategies.

A New Era Calls for a New Level of Resiliency

A New Era Calls for a New Level of Resiliency It’s time for a more comprehensive plan that extends beyond traditional BC/DR.

On-Trend: At-Home Agents

On-Trend: At-Home Agents Work-at-home represents one of the strongest trends in the contact center industry over the past decade. What’s driving it? A Q&A with Michele Rowan.

Creating a Collaborative Virtual Team

Creating a Collaborative Virtual Team Distance should not be a deterrent to getting the job done. Developing a high-performing virtual team begins with a caring culture, clear communication and common goals.

Contact Center Pipeline Current Issue

CURRENT ISSUE: September 2023

What Is The New Normal?

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