CIO, Tuesday, October 21st, 2025
Can IT Finally Save Customer Service?
Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales experiences - but staffing remains a vital need.
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257 articles · page 2 of 6
Contact Center Pipeline, Tuesday, October 14th, 2025
The Case For Voice IVR
For your customers, working their way through your voice, mobile, and web services to find what they are looking for is cognitively a lot like asking for directions. You know where you want to go, but you are at the mercy of another individual to get you there.
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Contact Center Pipeline, Thursday, October 2nd, 2025
Contact Center Pipeline Magazine: Inside Our October 2025 Issue
It is finally here.Customer Service Week arrives next week. Enjoy your celebrations. I
more → Contact Center Pipeline: , Thursday, October 2nd, 2025
Contact Center Pipeline: Top 5 Posts In September
Starting off our top 5 blog posts in September, Chris shows us how enterprise browsers improve your agents' workflow, resulting in both happier agents and customers.
more → Contact Center Pipeline, Wednesday, September 24th, 2025
The Journey To The New World Of AI
In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to new interaction models.
more → ITWire, September 17,2025
Contact Centres Enter A New Era With AI-Powered Workforce Intelligence
The world of customer service is undergoing a transformation as contact centres grapple with rising expectations, omnichannel demands, and workforce volatility.
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Contact Center Pipeline, Wednesday, September 10th, 2025
Why Contact Centers Must Embrace Enterprise Browsers
For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline soldiers in the battle for retention, helping to shape the perception of the brand with every call.
more → Cloud Native Now, Wednesday, September 3rd, 2025
How Cloud-Native Technologies Are Revolutionizing Contact Centers
Modern customer service is evolving rapidly, driven by rising customer expectations and the growing pressure to deliver seamless experiences across channels.
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Contact Center Pipeline, Tuesday, September 2nd, 2025
Contact Center Pipeline Magazine: Inside Our September 2025 Issue
Our September issue of Contact Center Pipeline is now available. Personally, I think this is a fabulous issue. Some of the best industry voices and contact center issues are featured this month.
more → CIO, Tuesday, August 26th, 2025
Why Cloud-Native Contact Centers Are Winning the Customer Loyalty Battle
In today's experience-first economy, customer loyalty is no longer a product of great service alone-it's the outcome of seamless, proactive, and personalized engagement across channels.
more → Contact Center Pipeline, Tuesday, August 26th, 2025
Is Evil Contacting Your Contact Center?
Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to help customers resolve their problems as quickly as possible.
more → Contact Center Pipeline, Monday, August 18th, 2025
Evolution Of The Contact Center
In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited-and the thinking we may need to leave behind. To understand where Contact Centers are going, it helps to remember where they have been and what we have stubbornly carried with us.
more → Contact Center Pipeline, Tuesday, August 12th, 2025
Ready For The Next Disaster?
April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California respectively slowly recover from theirs. And tornadoes can now happen most anywhere and at anytime.
more → Search Customer Service, Tuesday, August 12th, 2025
AI Receptionist' IVR Takes Flight With Customer Service
Traditional rules-based interactive voice response technology could be on its way out.
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Contact Center Pipeline, Monday, August 4th, 2025
Contact Center Pipeline Magazine: Inside Our August 2025 Issue
Our August issue of Contact Center Pipeline is now available.
more → ITWire, Thursday, July 31st, 2025
AI, Customer Experience And The Human Factor In Contact Centres
In this article, Richard Lundgren from Calabrio discussed how the modern contact centre is enhanced by AI, but also requires an element of human focus.
more → Contact Center Pipeline, Tuesday, July 29th, 2025
Three Ways AI Is Changing The Contact Center
In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to stand apart from their competition through the customer experience (CX), drive efficiency, and improve the effectiveness of agents.
more → Analytics Insight, Thursday, July 10th, 2025
How Is AI Transforming Customer Service And Support
The Role of AI in Revolutionizing Customer Service Through Automation, Personalization, and Efficiency
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Contact Center Pipeline, Wednesday, July 9th, 2025
Speaking The Customers' Language(s)
To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) - you need to speak their language.
more → Contact Center Pipeline, Monday, July 7th, 2025
Now Hear This!
'Now Hear This' (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical staple.
more → Analytics Insight, Saturday, July 5th, 2025
How Can AI-Enhanced Outbound Call Centers Improve Lead Generation?
Outbound call centers have always played a big role in reaching new customers.
more → Contact Center Pipeline, Thursday, July 3rd, 2025
Mastering Outbound Contact Center Management
Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it's safe to say there is no 'silver bullet' for managers that will solve every problem or keep their business ahead of fast-moving changes.
more → Contact Center Pipeline, Wednesday, July 2nd, 2025
Contact Center Pipeline Magazine: Inside Our July 2025 Issue
It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn't know what month it was by the calendar, we would know by the activities shaping our people interactions and relationships.
more → Contact Center Pipeline, Thursday, June 19th, 2025
If/When Cuts Hit The Call Center...
Potential impacts of the Trump Administration's cost reductions.
more → Contact Center Pipeline, Thursday, June 19th, 2025
How To Deliver Excellent Customer Experience (CX)'s
As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience (CX) isn't going anywhere.
more → Contact Center Pipeline, Thursday, June 19th, 2025
Extra! Extra! Advanced Tech Helps Newspaper
How technology investments improved service and remote work.
more → Contact Center Pipeline, Thursday, June 19th, 2025
Over And Out
This article will be my final Idiom Insights submission. I have been a proud contributor to Contact Center Pipeline since 2009 and have (I believe) 136 published articles to my name.
more → Contact Center Pipeline, Wednesday, June 4th, 2025
Contact Center Pipeline Magazine: Inside Our June 2025 Issue
Our June issue of Contact Center Pipeline is now available.
more → TechnologyAdvice, Tuesday, June 3rd, 2025
Best Call Center Workforce Management Tools & Strategies In 2025
Call centers are often hectic and complex, making them both dynamic and challenging to manage, especially during peak times when call volumes surge or agent availability shifts.
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Contact Center Pipeline, Tuesday, May 27th, 2025
The Competitive Advantage Of Compliance
Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording.
more → Contact Center Pipeline, Wednesday, May 14th, 2025
Why AI Readiness Should Be A 2025 Priority
The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers.
more → Contact Center Pipeline, Friday, May 2nd, 2025
Contact Center Pipeline Magazine: Inside Our May 2025 Issue
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.
more → Contact Center Pipeline, Thursday, May 1st, 2025
Sun Tzu And The Art Of Contact Center Planning
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought.
more → Contact Center Pipeline, Wednesday, April 30th, 2025
Top 5 Contact Center Pipeline Posts In April
This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention. Next, Rick shares his three-part series on solving the 'CX Calculation Discrepancy.' Then, we head over to Jim, who offers guidelines on transcending customer expectations.
more → techstrong.ai, Monday, April 28th, 2025
How Agentic AI Is Revolutionizing Contact Centers
Today, customer experience (CX) is a crucial differentiator across industries, prompting businesses to continuously seek service improvements.
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Contact Center Pipeline, Wednesday, April 23rd, 2025
What Do U.S. Customers Really Want From A Contact Center Interaction?
'The US Customer Experience Decision-Makers' Guide (2024-25)' is based on a survey of hundreds of US organizations and 1,000+ US customers. This is the 7th annual edition of the report.
more → Contact Center Pipeline, Wednesday, April 16th, 2025
Blueprint For A Contact Center Annual Report
You may consider this a novel idea . but it is time for Contact Center leaders to take a stand and behave as if entitled to be heard by senior executives regarding their activities, contributions, challenges, objectives, and ambitions.
more → Contact Center Pipeline, Tuesday, April 15th, 2025
How To Attract And Keep Productive Agents
A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation.
more → Contact Center Pipeline, Tuesday, April 8th, 2025
How To Transcend Customer Expectations
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the targeted buyers.
more → Contact Center Pipeline, Monday, April 7th, 2025
The Great Contact Center Standoff
Customers Want Humans, Businesses Push Automation - Who Wins?
more → Contact Center Pipeline, Thursday, April 3rd, 2025
Using Decision Intelligence To Make Better, More Informed Decisions
It's fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example.
more → Contact Center Pipeline, Thursday, April 3rd, 2025
Top 5 Posts In March
Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and Chaos.
more → Contact Center Pipeline, Wednesday, April 2nd, 2025
Contact Center Pipeline Magazine: Inside Our April 2025 Issue
These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates, natural disasters occurring, and economic uncertainty. All the while, queues are building, wait times are growing, and budget and staff cuts are happening.
more → Contact Center Pipeline, Thursday, March 27th, 2025
Solving the CX Calculation Discrepancy - Part 3
Contact centers too often face what I have termed as the 'CX (customer experience) Calculation Discrepancy' that exists between some contact center platforms. And it is also the last thing you want to hear when a contact center goes live on a new platform.
more → Contact Center Pipeline, Thursday, March 27th, 2025
Solving the CX Calculation Discrepancy - Part 2
Contact centers too often face what I have termed as the 'CX (customer experience) Calculation Discrepancy' that exists between some contact center platforms. And it is also the last thing you want to hear when a contact center goes live on a new platform.
more → Contact Center Pipeline, Thursday, March 27th, 2025
Solving the CX Calculation Discrepancy - Part 1
'Our abandons have shot up!' declared a supervisor. 'The new system must be dropping calls!'
more → Contact Center Pipeline, Thursday, March 20th, 2025
From Efficiency To CX
Overhead projectors. Pagers. One-line red LED tickers. These were the early ways we shared our call center statistics.
more → Contact Center Pipeline, Wednesday, March 19th, 2025
Elevate Your Contact Center To An Operational Powerhouse...
The term 'powerhouse' can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business, a Contact Center has the potential to be a true 'powerhouse.'
more → Contact Center Pipeline, Tuesday, March 18th, 2025
Dissatisfied Customers, Unsatisfactory Responses?
Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array of channels.
more → Contact Center Pipeline, Tuesday, March 4th, 2025
Contact Center Pipeline Magazine: Inside Our March 2025 Issue
March 2009.we released the first issue of Contact Center Pipeline. Here in March 2025, we are releasing our 193rd issue!!
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