Technology

Breaking the Cookie Habit

Breaking the Cookie Habit Cookie-based customer data collection is crumbling, but are companies ready? Current Issue Operations Strategy Customer Experience Technology

How AI Can Combat Staffing Challenges

How AI Can Combat Staffing Challenges These tools can also improve the CX and employee efficiency. Current Issue Operations People Workplace Environment Technology Self-Service Staffing Artificial Intelligence

Hearing the Need for Audio Quality

Hearing the Need for Audio Quality Is audio the missing piece in the call center concentrations crisis? Current Issue People Workplace Environment Technology Remote Work Operations

Key Trends in Agent Productivity

Key Trends in Agent Productivity How contact centers can get on top of critical operations factors. Operations Strategy People Technology Artificial Intelligence Remote Work Operations

Saving Steps With Single-Step Transcription

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens. Operations People Technology Artificial Intelligence

Take Note…

Take Note… How automated note-taking can improve productivity. Operations People Technology

WFM+Payroll Working Together

WFM+Payroll Working Together How integration of these systems can spark productive contact center change. Operations Workforce Management People Technology

How Tech Can Help Meet Staffing Needs

How Tech Can Help Meet Staffing Needs Three tools that can develop and retain top talent. People Turnover Technology Artificial Intelligence

How to Improve Agent Productivity

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls. Operations People Development Performance Management Technology

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? Customer Experience Technology Artificial Intelligence Remote Work Operations

The Need for AI in Contact Centers

The Need for AI in Contact Centers How AI can improve agent productivity when implemented correctly. People Development Performance Management Technology Artificial Intelligence

Seeing Productivity

Seeing Productivity Why and how to leverage video for customer contact. People Technology Artificial Intelligence

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences. Operations Workforce Management Strategy Customer Experience People Performance Management Technology Software Platforms Artificial Intelligence Remote Work Operations Technology Vendor Roundtable

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. Operations Workforce Management Strategy Customer Experience People Technology Training and development Remote Work Operations Editor's Picks

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes. Operations Strategy Customer Experience People Turnover Technology Remote Work Operations

What Do You Want to Take With You in 2023?

What Do You Want to Take With You in 2023? Unpack and sort your professional and personal life. Strategy Technology

Building a Win-Win Customer Strategy

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements. Operations Strategy Customer Experience Technology Artificial Intelligence

Tuning into Video

Tuning into Video The reasons why video in the contact center is going mainstream. Strategy Customer Experience Technology Omnichannel

CX: The Key to Driving ROI

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech. Strategy Customer Experience People Turnover Technology Omnichannel

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

Contact Center Pipeline Current Issue

CURRENT ISSUE: March 2023

Looking Beyond the Wrinkles

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