248 articles · page 2 of 5
Contact Center Pipeline, Tuesday, August 26th, 2025
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.
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Contact Center Pipeline, Monday, August 18th, 2025
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
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
Traditional rules-based interactive voice response technology could be on its way out.
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Contact Center Pipeline, Monday, August 4th, 2025
Our August issue of Contact Center Pipeline is now available.
more → ITWire, Thursday, July 31st, 2025
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.
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Contact Center Pipeline, Tuesday, July 29th, 2025
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
The Role of AI in Revolutionizing Customer Service Through Automation, Personalization, and Efficiency
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Contact Center Pipeline, Wednesday, July 9th, 2025
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' (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
Outbound call centers have always played a big role in reaching new customers.
more → Contact Center Pipeline, Thursday, July 3rd, 2025
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
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
Potential impacts of the Trump Administration's cost reductions.
more → Contact Center Pipeline, Thursday, June 19th, 2025
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
How technology investments improved service and remote work.
more → Contact Center Pipeline, Thursday, June 19th, 2025
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
Our June issue of Contact Center Pipeline is now available.
more → TechnologyAdvice, Tuesday, June 3rd, 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
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
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
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
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
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
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
'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
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
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
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
Customers Want Humans, Businesses Push Automation - Who Wins?
more → Contact Center Pipeline, Thursday, April 3rd, 2025
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
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
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
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
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
'Our abandons have shot up!' declared a supervisor. 'The new system must be dropping calls!'
more → Contact Center Pipeline, Thursday, March 20th, 2025
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
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
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
March 2009.we released the first issue of Contact Center Pipeline. Here in March 2025, we are releasing our 193rd issue!!
more → TechnologyAdvice, Friday, February 28th, 2025
Quality assurance, or QA, is essential to maintaining the standards of a contact center. By combining call quality metrics and assessments, contact center quality management software allows you to monitor how effectively agents respond to customers and the extent to which regulatory standards are upheld.
more → Destination CRM, Wednesday, February 26th, 2025
Contact centers are the frontlines for customer interactions and play a significant role in shaping customer perceptions and building loyalty. Maintaining quality assurance (QA) within the contact center is essential for companies committed to delivering consistent, high-quality customer service interactions.
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Contact Center Pipeline, Tuesday, February 25th, 2025
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and generating strong business outcomes, now. Its growing importance in contact centers has made AI the holy grail for achieving customer experience (CX) automation.
more → Contact Center Pipeline, Tuesday, February 25th, 2025
The data is in, and regardless of recent advancements in Generative AI (Gen AI) aimed at improving the customer experience (CX), human-to-human interactions still reign supreme.
more → Contact Center Pipeline, Tuesday, February 25th, 2025
Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more likely to provide exceptional customer service, directly impacting your brand's reputation.
more → Call Center Times, Monday, February 17th, 2025
Survey finds confidence in the use of AI for customer service surging 18 points in just six months.
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Call Center Times, Monday, February 17th, 2025
The economic forecast for 2025 presents both challenges and opportunities. With a 45% probability of a U.S. recession, persistent inflation rates hovering above 2.5%, and rising unemployment claims, businesses must navigate uncertain waters.
more → TechnologyAdvice, Saturday, February 15th, 2025
Call center reporting and cloud contact center solutions provide abundant data and analytics for managers and analysts who want to quantify key performance metrics. Contact center analytics are vital when implementing company standards or changing your services because they provide a quantifiable measure of customer satisfaction, workforce engagement, and service quality.
more → Contact Center Pipeline, Wednesday, February 12th, 2025
The above age-old adage came to mind as I reflected on the past 30-plus years in the contact center industry.
more → Analytics Insight, Saturday, February 8th, 2025
Businesses have been constantly adopting advanced technologies to upgrade their customer service operations nowadays.
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