Contact Center Pipeline

Contact Center Pipeline offers valuable insights and actionable tips for contact center experts, helping them keep up with the rapidly changing trends in the industry. Alongside our monthly publication, we provide a variety of resources designed to assist you in making informed decisions for your contact center. For more information, visit www.contactcenterpipeline.com.

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Articles

Contact Center Pipeline Magazine: Inside Our June 2025 Issue

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.
Contact Center Pipeline Magazine: Inside Our May 2025 Issue

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.
Meeting Today’s Coaching, Training Challenges

Dec 9, 2024 | blog.contactcenterpipeline.com | Brendan Read

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and is an ongoing challenge to achieve, with those challenges ever-changing. For insights and recommendations we had a virtual conversation recently with Mike Aoki. A member of our Advisory Board, Mike is president of Reflective Keynotes, which provides customer service, sales, and coaching training. Q.
Top 5 Posts in November

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.
Top 5 Posts in October

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.
Contact Center Pipeline Magazine: Inside Our October 2024 Issue

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.
Top 5 Posts in September

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.
Lifting Agility

Sep 23, 2024 | blog.contactcenterpipeline.com | Brendan Read

In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation for Radial. The company provides B2C retail eCommerce fulfillment solutions to global North American market-focused brands across several verticals such as health and beauty, apparel, footwear, and home goods.
Contact Center Pipeline Magazine: Inside Our September 2024 Issue

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.
Top 5 Posts in August

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.