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Taking WFM to the Cloud

TrialCard gained efficiencies, met challenges.

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12 Tips for Effective Coaching: How leaders can leverage it to improve agent performance and the CX.

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Opportunities for Contact Centers: Focus on empathy, wellbeing, unstructured feedback, and balance.

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Revolutionizing Customer Service: Is Generative AI/ChatGPT set to transform the contact center industry?

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Getting the Most From Your Chatbots: Common issues, solutions, and developments (like ChatGPT) to this popular application.

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

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Vendor Roundtable

Brendan Read Tuesday, August 1, 2023

Taking WFM to the Cloud

TrialCard gained efficiencies, met challenges.

12 Tips for Effective Coaching

How leaders can leverage it to improve agent performance and the CX.

Opportunities for Contact Centers

Focus on empathy, wellbeing, unstructured feedback, and balance.

Is There a Future for Outbound?

Outbound communications is increasingly vital but is facing pressure on many fronts.

Revolutionizing Customer Service

Is Generative AI/ChatGPT set to transform the contact center industry?

Getting the Most From Your Chatbots

Common issues, solutions, and developments (like ChatGPT) to this popular application.

Looking Beyond the Wrinkles

Why contact centers must retain and hire aging workers.

Unlock the Power of Inclusion and Equity

How DEI can free your center's true potential.

Enabling Productive Solutions

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

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Magazine Archive

Contact Center Pipeline Magazine, first published in 2009, is a monthly print and digital magazine focused on the contact center and customer service industry. Whether you’re looking for help with executing strategy, effective leadership, efficient communication, emerging technology, or another contact center topic, you'll find it here in the Contact Center Pipeline archives.

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