Contact Center Pipeline - Magazine for Contact Center Professionals

The Magazine for Contact Center Professionals

Contact Center industry information
you won't find anywhere else.

Register for a free account

Ready to Subscribe?

"Offering access to Contact Center Pipeline empowers our customer service management teams at our multi-site centers."

Amanda
Insurance/Financial Services Company

I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recommended.

Bill Hartline
Subscriber #1,

2009

Ventana 1272022

January Issue

Key Trends in Agent Productivity

Featured Article

Key Trends in Agent Productivity

How contact centers can get on top of critical operations factors.

The Path to Healthcare ACCESS … Trends for 2023

The Path to Healthcare ACCESS … Trends for 2023 2023 is the year of Healthcare stabilization.

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers.

Saving Steps With Single-Step Transcription

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens.

Saving Steps With Single-Step Transcription

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens.

Take Note…

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

WFM+Payroll Working Together

WFM+Payroll Working Together How integration of these systems can spark productive contact center change.

Avoiding the 5 Training and Coaching Fails

Avoiding the 5 Training and Coaching Fails The key reasons why these programs don’t work and what can be done.

How Tech Can Help Meet Staffing Needs

How Tech Can Help Meet Staffing Needs Three tools that can develop and retain top talent.

How to Improve Agent Productivity

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls.

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?

The Need for AI in Contact Centers

The Need for AI in Contact Centers How AI can improve agent productivity when implemented correctly.

Seeing Productivity

Seeing Productivity Why and how to leverage video for customer contact.

Enabling Productive Solutions

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

Aizan Qtivity

Contact Center Pipeline Member Exclusives

Member Exclusive

Is It the End of the Cold Call?

Member Exclusive

Welcome to the Metaverse

Member Exclusive

Work from Home Survey Results

Editor's Picks

Welcome to the Metaverse

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

Safely Continuing Customer Contact

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

Low-Code/No-Code AI-Enabled Chatbots

Low-Code/No-Code AI-Enabled Chatbots How a DIY approach to intelligent virtual assistants is democratizing customer service delivery for all.

Cognigy 20220914

Sponsored Content

Be the Employer of Choice

Sponsored by:

Delivering Frictionless Customer Experience

Delivering Frictionless Customer Experience

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

14 Innovative Ideas for Personalization

14 Innovative Ideas for Personalization

Reimagining the Power of Self-Service

Customer Experience Best Practices: Make both customers and agents happy

The Post-Pandemic Agent Experience: What's Changed and What Needs to Change?

Foster agent purpose and be the employer of choice

Scorebuddy

Work from Home Survey Results

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone!

What Is Your Customer-Centric DNA?

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity.

Contact Center Challenges and Priorities for 2021: A Year Like No Other

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward.

Checklist: Managing Work-from- Home Contact Center Agents

Checklist: Managing Work-from- Home Contact Center Agents NICE inContact has prepared the following Remote Agent Checklist to help you prepare in the event your workforce is forced to work from home.

Business Continuity & Disaster Recovery in the Contact Center

Business Continuity & Disaster Recovery in the Contact Center Minimizing impact from disasters and emergencies through proactive strategy

Verint: Adapt & Respond Educational Series

Verint: Adapt & Respond Educational Series

Dalbar: Navigating the Future of Quality & Coaching

Dalbar: Navigating the Future of Quality & Coaching Webinar by Dalbar

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.

Khoros

Key Trends in Agent Productivity

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

The Path to Healthcare ACCESS … Trends for 2023

The Path to Healthcare ACCESS … Trends for 2023 2023 is the year of Healthcare stabilization.

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers.

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens.

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

WFM+Payroll Working Together How integration of these systems can spark productive contact center change.

Avoiding the 5 Training and Coaching Fails The key reasons why these programs don’t work and what can be done.

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls.

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? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story Positively impact your customers, agents, efficiency and brand.

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

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

4 Tips to Align Tech with Business Goals Contact centers must ensure that their technology supports the aims of the entire enterprise.

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

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

Khoros

2Ring-Five9

Key Trends in Agent Productivity

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

The Path to Healthcare ACCESS … Trends for 2023

The Path to Healthcare ACCESS … Trends for 2023 2023 is the year of Healthcare stabilization.

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers.

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens.

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

WFM+Payroll Working Together How integration of these systems can spark productive contact center change.

Avoiding the 5 Training and Coaching Fails The key reasons why these programs don’t work and what can be done.

How Tech Can Help Meet Staffing Needs Three tools that can develop and retain top talent.

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls.

The Need for AI in Contact Centers How AI can improve agent productivity when implemented correctly.

Seeing Productivity Why and how to leverage video for customer contact.

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? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story Positively impact your customers, agents, efficiency and brand.

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

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

NICE CX Lifetime

Key Trends in Agent Productivity

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

The Path to Healthcare ACCESS … Trends for 2023

The Path to Healthcare ACCESS … Trends for 2023 2023 is the year of Healthcare stabilization.

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers.

Avoiding the 5 Training and Coaching Fails The key reasons why these programs don’t work and what can be done.

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

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? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The One and Done Story Positively impact your customers, agents, efficiency and brand.

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

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

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers.

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

Tuning into Video The reasons why video in the contact center is going mainstream.

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

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

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

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

Aizan Qtivity

Key Trends in Agent Productivity

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

Saving Steps With Single-Step Transcription

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens.

Take Note…

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

WFM+Payroll Working Together How integration of these systems can spark productive contact center change.

How Tech Can Help Meet Staffing Needs Three tools that can develop and retain top talent.

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls.

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

The Need for AI in Contact Centers How AI can improve agent productivity when implemented correctly.

Seeing Productivity Why and how to leverage video for customer contact.

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? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

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

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

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements.

Tuning into Video The reasons why video in the contact center is going mainstream.

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech.

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

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

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

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

Verint

Upskilling Contact Center Agents with Simulation Training

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

An Executive Interview with Kustomer.

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

The Way Customers Communicate with Brands Is Changing

The Way Customers Communicate with Brands Is Changing A Sponsored Article by Kustomer

Boosting Agent Efficiency with Modern Channels & Automation Technology A Sponsored Article by Kustomer

Is Cost of Performance the Undiscovered X Factor? A Q&A with WiserOwl Founder, Robert Bradshaw

Is Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint

Building a Human Experience in the Contact Center A Sponsored Article by Slalom

What Call Center Managers Need to Know About AI Text Analytics A Sponsored Article by Scorebuddy

Executive Interview with LumenVox Founder & CEO Edward Miller A Sponsored Article by LumenVox

Customer Experience Perfection Is Easy to Achieve A Sponsored Article by BCI

Managing Modern Customer Expectations with AI A Sponsored Article by Cognigy

The Operational Data Your Wallboard Solution Needs A Sponsored Article by Geomant

Executive Interview with LiveVox Founder & CEO Louis Summe A Sponsored Article by LiveVox

Employee Experience in the Contact Center A Sponsored Article by Poly

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table A Sponsored Article by LiveVox

Work from Home Survey Results

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone!

What Is Your Customer-Centric DNA?

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity.

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward.

Surveys Highlight Contact Center Opportunities Insights on resiliency, operations, technology and metrics highlight where we go from here.

Contact Center Challenges & Priorities for 2020: The Year of the Agent Findings from our fifth annual survey reveal a strong focus on the agent experience.

Special Report: Factors Leading to an Impactful Voice of the Customer Process Findings from the 2019 Voice of the Customer survey.

The Future of the Contact Center: Optimism with a Dose of Caution The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations...

Contact Center Challenges & Priorities for 2019 Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current...

2018 Contact Center Technology Survey Reveals Critical Needs Features/functions, obsolescence and reliability drive investment.

Contact Center Challenges & Priorities for 2018 The survey results are out! Let 2018 be the year to raise the contact center’s profile!

What the Frontline Supervisor Survey Says Answers to your most frequently asked questions about how the supervisor role is structured in other centers.

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.

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers A Contact Center Pipeline Blog Post on Remote Work

Accomplishing Call Center Transformation with Unified Communications Softphones

Accomplishing Call Center Transformation with Unified Communications Softphones Leverage UC softphone capability to add value today and as you plan for the future.

Key Trends in Agent Productivity

It’s Definitely Time to Rethink the Agent Desktop Experience

Enabling Productive Solutions

Moving Forward: What Will 2023 Bring for Contact Centers?

Updating the Employee Playbook

How to Create Real-World Loyalty

The Virtual Shift

Edging to the Brink of Change

How WebRTC Addresses Real World Challenges

Wall of Fame: Cognigy

Wall of Fame: Cognigy In recognition and appreciation to Cognigy, our February 2023 Wall of...

Wall of Fame: Sangeeta Bhatnagar

Wall of Fame: Sangeeta Bhatnagar In recognition and appreciation to Sangeeta Bhatnagar, SB Global, our...

Sponsor Wall of Fame: 2Ring

Sponsor Wall of Fame: 2Ring In recognition and appreciation to 2Ring, our December 2022 Wall of...

Key Trends in Agent Productivity

Wall of Fame: Cognigy

The Path to Healthcare ACCESS … Trends for 2023

How to Check Writing Skills Before Hiring

Most Popular

Looking Ahead to 2020

How to Engage and Empower the New Contact Center Workforce

Contact Center Challenges & Priorities for 2017

Food for Thought… Promote Your Contact Center’s Visibility

NICE Lifetime