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5 days ago | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Shane Devitt
Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology investments, service, remote work, terminology, AI and the human touch, metrics, budget cuts in government contact centers, CX, productivity, savings, and, of course, more AI. Have a wonderful month.
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1 month ago | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Fred Stacey
Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer experiences, they can also make us more vulnerable as an industry. Fraudsters, account takeovers, voice deepfakes, call spoofing, and cyberattacks are a few examples of the new era of complexity we face in safeguarding our centers and customers.
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Nov 29, 2024 | 
blog.contactcenterpipeline.com | Linda Harden
Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such as layoffs and reduced training, in your contact center; specifically, how the customer experience ultimately suffers if your center is not well staffed, trained, and cared for. Next, Brian details some of the ways AI can improve your agents’ effectiveness in dealing with today’s rising customer service expectations.
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Oct 31, 2024 | 
blog.contactcenterpipeline.com | Linda Harden
To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today’s customer interactions. Next, John updates us on the current state of outsourcing and where businesses are choosing to locate their call centers. Peter then shares with us the trends in the BPO company market so you can make an informed decision if you are looking to partner.
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Oct 2, 2024 | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Dina J. Vance
What an exciting month. It’s Customer Service Week, October 7-11. I know we should all be celebrating our agents all year long, but what a fabulous way to celebrate and make them feel special for a whole week. Are you kicking off the week with a breakfast, are there decorations, awards and rewards, team-building exercises, and fun events planned? Have fun. Celebrate your successes and wins! Re-energize your staff with a full week of appreciation. We would love to see how you celebrate.
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Sep 30, 2024 | 
blog.contactcenterpipeline.com | Linda Harden
This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX + MX = TX. Read on to find out exactly what that means and how to achieve it!If you are considering utilizing new AI in your center, check out Nikola’s article on what an AI competency center is and why you should consider developing one. Next, Dr. Bentson offers insights on today’s workforce challenges and how to overcome them.
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Sep 3, 2024 | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Tiffany LaReau
Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian privacy regulations, UK customer service and more. See what I mean? It’s the Contact Center Management Encyclopedia of knowledge and advice. Summertime is now in our rear-view mirror, as well as summer vacations and summer breaks from school.
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Aug 30, 2024 | 
blog.contactcenterpipeline.com | Linda Harden
Are you ready for a digital transformation in your center? If so, check out Daniel’s article in this month’s top 5 blog posts. He will help you to plan and execute a successful strategy. Have you been thinking of moving to the cloud? Before you do, read over Dave’s insights to make sure you are moving for the right reasons and keeping your business objectives in mind.
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Aug 1, 2024 | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Jason Cortel
“Ultimately, the strength of your organization will be based on the quality of your people, and how well you train, promote, and treat them.” -Oded CarmiThis quote encapsulates the essence of our August issue…it’s all about our agents. What kind of training and coaching do we offer? Are they motivated, encouraged, and recognized? Do they feel isolated or frustrated? There are great ideas for managing through change and offering support. Our agents are the voices of our organizations.
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Jul 31, 2024 | 
blog.contactcenterpipeline.com | Linda Harden
Throughout July, our readers have been deep-diving into WFM solutions with Brendan’s 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an examination of chatbots and quality, with his panel of experts. In part 2, they look at hybrid/remote working, blended agents, and agent availability. Finally, in part 3, they discuss staffing issue impacts, new methods and technologies, and business continuity, along with recommendations from the panel.
