What Is The New Normal?

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

Do We Need Disaster Planning?

Do We Need Disaster Planning? How contact centers can best plan and respond when disasters strike.

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.

A Conversation on Coaching and Training

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

Gardening the CX

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

Preparing Your Call Center for Hurricane Season

Preparing Your Call Center for Hurricane Season Get ahead of the next natural disaster with these simple prep tips.

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.

12 Tips to WFH Success

12 Tips to WFH Success Here’s how to make working from home less daunting.

Transforming the Support CX with Video

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

Delivering Awesome Customer Experiences–Even From Home

Delivering Awesome Customer Experiences–Even From Home WFH can provide excellent CX when done effectively.

Looking Beyond the Wrinkles

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

How to Create a Lasting Human Experience

How to Create a Lasting Human Experience Hint: Open your mind to access talent.

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.

How to Create Real-World Loyalty

How to Create Real-World Loyalty An integrated digital customer/employee-driven approach can strengthen brand affinity.

The Virtual Shift

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

Edging to the Brink of Change

Edging to the Brink of Change What will 2023 bring to the industry?

How WebRTC Addresses Real World Challenges

How WebRTC Addresses Real World Challenges Web Real-Time Communications is coming into its own as invaluable channel.

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.

Reinventing Hiring for Speed

Reinventing Hiring for Speed Your contact center operations depend on it.

Challenging Circumstances, New Approaches

Challenging Circumstances, New Approaches Listening, focus on retention, new training methods, engagement key.

The Hiring Game Has Changed

The Hiring Game Has Changed Strategies for solving staffing issues.

The Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring How a robust QM program can remake the CX.

QA and Coaching for Experienced Agents

QA and Coaching for Experienced Agents It is one thing to coach a new agent, another for a seasoned staffer.

“Hearing” and Heeding Today’s Customers

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

Work From Home vs. Hybrid?

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

Cloud+Remote=Profits

Cloud+Remote=Profits Communications, software efficiency, gig working, start-up thinking add up.

Safely Continuing Customer Contact

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

Is Your Center Really Resilient?

Is Your Center Really Resilient? Self-Assess and Take the Next Step in Resiliency Readiness.

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.

Disruptive Disruptors Disrupting

Disruptive Disruptors Disrupting Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.

Transforming Talent Management at Home

Transforming Talent Management at Home Applying intelligent interviewing, AQM, and IVA solutions are key.

Making Virtual Training Engaging

Making Virtual Training Engaging How to ensure this essential training technique is interactive and effective.

Opportunities Amidst the Challenges

Opportunities Amidst the Challenges Gamification, practice, diverse environment, and listening to agents boost training effectiveness.

Managing the New Normal Workforces

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

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.

Writing Home

Writing Home Why Remote Workers Need Better-Than-Average Writing Skills.

Contact Center Pipeline Current Issue

CURRENT ISSUE: September 2023

What Is The New Normal?

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