Strategy

Taking WFM to the Cloud

Taking WFM to the Cloud TrialCard gained efficiencies, met challenges. Operations Workforce Management Technology Remote Work Strategy Editor's Picks Member Exclusive Case Study

12 Tips to WFH Success

12 Tips to WFH Success Here’s how to make working from home less daunting. People Technology Remote Work Strategy

Delivering Awesome Customer Experiences–Even From Home

Delivering Awesome Customer Experiences–Even From Home WFH can provide excellent CX when done effectively. Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Strategy

Looking Beyond the Wrinkles

Looking Beyond the Wrinkles Why contact centers must retain and hire aging workers. Member Exclusive Trending Operations People Hiring Culture Workplace Environment Remote Work Strategy Member Exclusive

How to Create a Lasting Human Experience

How to Create a Lasting Human Experience Hint: Open your mind to access talent. Operations People Hiring Remote Work Strategy

How to Create Real-World Loyalty

How to Create Real-World Loyalty An integrated digital customer/employee-driven approach can strengthen brand affinity. Strategy Customer Experience Technology Remote Work Strategy

Cloud+Remote=Profits

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

Is Your Center Really Resilient?

Is Your Center Really Resilient? Self-Assess and Take the Next Step in Resiliency Readiness. Member Exclusive Trending Operations Strategy People Technology Remote Work Strategy Member Exclusive

Strengthening the B2B CX

Strengthening the B2B CX B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara. Operations Strategy Customer Experience People Technology Remote Work Strategy

Locating Contact Centers in the New Normal

Locating Contact Centers in the New Normal Labor market pressures could bring contact centers back to the U.S. or to nearshore countries. Strategy People Technology Remote Work Strategy

Filling The Performance Gaps

Filling The Performance Gaps Coaching, training, empowerment, and AI-driven solutions can help retain staff and improve the contact center. Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Strategy

Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year. Operations Workforce Management Strategy People Technology Staffing COVID-19 Remote Work Remote Work Strategy

Five Windows into the Future of the Contact Center

Five Windows into the Future of the Contact Center Embracing AI-powered systems and automation, WFH, and UC&C point to a better CX. Operations Strategy Customer Experience Technology Unified Communications Artificial Intelligence Remote Work Strategy

What’s in Store for Holiday Retail CX?

What’s in Store for Holiday Retail CX? Improved customer digital and agent experiences could make this season brighter. Operations Strategy Customer Experience Remote Work Strategy

Protecting The New (Home/Remote) Agents

Protecting The New (Home/Remote) Agents Employees who work from home are also vulnerable to disasters Strategy Remote Work Strategy

The Hybrid Contact Center

The Hybrid Contact Center Create a supportive culture for the mixed-model work environment. Strategy Culture Remote Work Strategy

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. Strategy COVID-19 Remote Work Remote Work Operations Strategy

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. People Culture Remote Work Operations People Strategy Technology

Three Ways to Future-Proof Your CX

Three Ways to Future-Proof Your CX Safeguard your contact center and customer experience against whatever comes next. Strategy Remote Work Strategy

What Execs Want: How to Respond to Visionary Ideas

What Execs Want: How to Respond to Visionary Ideas The next time your leadership asks you to pursue a new technology, consider it opportunity knocking. Strategy Planning Remote Work Strategy

Contact Center Pipeline Current Issue

CURRENT ISSUE: November 2023

Learning from the Customers

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