Contact Center Pipeline Blog

Contact centers are among the most infrastructure-intensive operations in any organization, with applications including voice and chat channels, AI assistants, analytics engines, and workforce management (WFM) systems. But the complexity and cost of supporting modern customer experiences (CXs) with these tools and their supporting platforms can quickly spiral out of control. Man...

One of the constants of the human experience is coping with disasters. And as their nature changes (which is also a constant), so must our responses to them. Contact centers sit at the nexus of business continuity and disaster response (BCDR). They must simultaneously inform customers what is happening and provide the latest recommendations for […]

No matter the industry, just about every brand is trying to navigate a real-world dilemma. That is, to meet (and exceed) rising customer expectations while also managing to cut costs and boost revenues. This is a constant balancing act. Your customers demand speed, empathy, and consistency, but delivering that at scale often feels like a […]

Our August issue centers around two ongoing management issues. First, training: making time for training, your training program and AI, the impact of social learning, and AI simulation training. Or perhaps it is time to discuss technology and the fundamentals, the illusion of competence, and leadership through transition with your team. We have a great […]

This month’s top 5 has a strong focus on our people and how we can best support them. Jens guides us through updating our recruitment and training methods to support our agents in today’s ever-changing landscape. Pier speaks specifically to supporting our neurodivergent agents. Michael outlines potential challenges and strategies for navigating a merger or […]