Contact Center Pipeline - Magazine for Contact Center Professionals

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Insurance/Financial Services Company

I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recommended.

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Subscriber #1,

2009

Mpower

Managing Agent Quality Issues

Featured Article

Managing Agent Quality Issues

How agents can provide excellent CX in these anxious times.

A No-BS Guide to Rescuing Your Contact Center with AI

A No-BS Guide to Rescuing Your Contact Center with AI A sponsored article by Regal.

Ensuring Employee Engagement

Ensuring Employee Engagement How to reinforce your agents’ links to your brand and customers.

The Power of Cross-Industry Benchmarking

The Power of Cross-Industry Benchmarking How benchmarking drives innovation and performance.

The Hidden Power of Time

The Hidden Power of Time Mastering the basics to transform your call center.

Harnessing the Power of Data and Analytics - Part 2

Harnessing the Power of Data and Analytics - Part 2 How AI is making a difference for contact center data management.

Excellent Wellbeing for Exceptional CX

Excellent Wellbeing for Exceptional CX How to detect and act on agent issues.

Supercharging Agent Productivity

Supercharging Agent Productivity How AI tools can deliver real business value.

Which “MetriCX” Matter?

Which “MetriCX” Matter? The “fo(u)remost” important CX metrics to consider.

Mother, FCR, and ACR

Mother, FCR, and ACR Why FCR should be supplemented by active contact resolution.

Mastering Outbound Contact Center Management

Mastering Outbound Contact Center Management Here are several strategies to stay ahead.

Achieving Performance and Productivity Gold

Achieving Performance and Productivity Gold How to bring your center to the top of the CX podium.

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

2024 State of the Contact Center

Subscriber Exclusive

Taking WFM to the Cloud

Subscriber Exclusive

12 Tips for Effective Coaching

Sponsored Content

Make Every Interaction Feel Better Than Expected

Sponsored by:

Gartner® Top 2025 Predictions: Ride the AI wave to the future

Gartner® Top 2025 Predictions: Ride the AI wave to the future AI is reshaping everything, from business operations to organizational structures.

Boost your e-commerce conversion rates

Boost your e-commerce conversion rates Buyers demand seamless and personalized CX most e-commerce can’t provide. Now you can.

The Road to a Better Citizen Experience

The Road to a Better Citizen Experience San Diego County’s Health and Human Services agency boosts citizen satisfaction by 445%.

Leading the Government Evolution Around Citizen Experience

Patient Experiences Solutions for Healthcare Providers and Payers

Meet the Future of CX Automation: CXone Mpower Proactive AI Agent

The Next Generation of Customer Service is One Unified AI Platform

Regal 2024010702

Most Popular

What Do U.S. Customers Really Want From a Contact Center Interaction?

How to Enhance the Human Touch

Blueprint for a Contact Center Annual Report

Executive Interview with Cognigy's Alan Ranger

Moving Forward: What Will 2025 Bring For Contact Centers?

Is CX Improving? Or Declining?

Managing Agent Quality Issues

Sun Tzu and the Art of Contact Center Planning

Customer Effort Index

The Power of Cross-Industry Benchmarking

The Power of Cross-Industry Benchmarking How benchmarking drives innovation and performance.

The Hidden Power of Time

The Hidden Power of Time Mastering the basics to transform your call center.

Harnessing the Power of Data and Analytics - Part 2

Harnessing the Power of Data and Analytics - Part 2 How AI is making a difference for contact center data management.

Which “MetriCX” Matter? The “fo(u)remost” important CX metrics to consider.

Mother, FCR, and ACR Why FCR should be supplemented by active contact resolution.

Moving Forward: What Will 2025 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center?

2025 Trends in WFM Insights from my Network of Experts.

Predictions for the U.S. Contact Center Industry in 2025 Research findings provide a look ahead.

Harnessing the Power of Data and Analytics - Part 1 How AI is making a difference for contact center data management.

Looking Beyond NPS and CSAT How conversational intelligence is transforming healthcare organizations’ CXs.

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

RLZD Top 10 Analyst Report

InGenius Genesys Engage

The Power of Cross-Industry Benchmarking

The Power of Cross-Industry Benchmarking How benchmarking drives innovation and performance.

The Hidden Power of Time

The Hidden Power of Time Mastering the basics to transform your call center.

Harnessing the Power of Data and Analytics - Part 2

Harnessing the Power of Data and Analytics - Part 2 How AI is making a difference for contact center data management.

Excellent Wellbeing for Exceptional CX How to detect and act on agent issues.

Mother, FCR, and ACR Why FCR should be supplemented by active contact resolution.

Mastering Outbound Contact Center Management Here are several strategies to stay ahead.

Achieving Performance and Productivity Gold How to bring your center to the top of the CX podium.

Moving Forward: What Will 2025 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

The Irony of CX … Vision or Hallucination? Promises vs. Operational Realities

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center?

2025 Trends in WFM Insights from my Network of Experts.

Gazing at the Staffing Crystal Ball What will happen with agent recruitment and retention?

What Do U.S. Customers Really Want From a Contact Center Interaction? Research findings impacting great customer experiences.

Customer Effort Index

Take on any CX challenge with Pipeline+ - premium contact center analysis. Subscribe today.

Cognigy eBook 20240723

Managing Agent Quality Issues

Managing Agent Quality Issues How agents can provide excellent CX in these anxious times.

Which “MetriCX” Matter?

Which “MetriCX” Matter? The “fo(u)remost” important CX metrics to consider.

Mastering Outbound Contact Center Management

Mastering Outbound Contact Center Management Here are several strategies to stay ahead.

Moving Forward: What Will 2025 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

The Irony of CX … Vision or Hallucination? Promises vs. Operational Realities

Human Over Hype The reality behind AI in the contact center.

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center?

Is CX Improving? Or Declining? Leading industry experts offer their thoughts on the future of CX.

Improving CX in the AI Age How to meet evolving customer expectations.

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

What Do U.S. Customers Really Want From a Contact Center Interaction? Research findings impacting great customer experiences.

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

How to Keep Up With Digital Interactions Here are three strategies to manage their rising use.

Sun Tzu and the Art of Contact Center Planning How strategic use of WFM can manage your center.

Upland 20231115

State of CX Report

Managing Agent Quality Issues

Managing Agent Quality Issues How agents can provide excellent CX in these anxious times.

A No-BS Guide to Rescuing Your Contact Center with AI

A No-BS Guide to Rescuing Your Contact Center with AI A sponsored article by Regal.

The Power of Cross-Industry Benchmarking

The Power of Cross-Industry Benchmarking How benchmarking drives innovation and performance.

Harnessing the Power of Data and Analytics - Part 2 How AI is making a difference for contact center data management.

Supercharging Agent Productivity How AI tools can deliver real business value.

Moving Forward: What Will 2025 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

Human Over Hype The reality behind AI in the contact center.

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center?

Getting Past the AI Hype How AI can realistically improve the CX.

Predictions for the U.S. Contact Center Industry in 2025 Research findings provide a look ahead.

Harnessing the Power of Data and Analytics - Part 1 How AI is making a difference for contact center data management.

Is CX Improving? Or Declining? Leading industry experts offer their thoughts on the future of CX.

Looking Beyond NPS and CSAT How conversational intelligence is transforming healthcare organizations’ CXs.

EQ: The Contact Centers’ Secret Tool How high emotional quotients can build customer loyalty.

Managing Agent Challenges How AI can help handle agent turnover, compliance.

Ensuring Quality in Anxious Times Is it time, in these times, to move away from manual processes?

Verint 300x250 20250116

Human Over Hype

Human Over Hype The reality behind AI in the contact center.

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger A sponsored article by Cognigy.

Best Use Cases for AI in Contact Centers

Best Use Cases for AI in Contact Centers A sponsored article by Cognigy.

How One Agent Handles 20M Calls a Year A sponsored article by Cognigy.

It’s Proven - You Really Can Buy Customer Satisfaction A Sponsored Article by NICE.

WiserOwl Helps Global Eyewear Contact Center Save Millions A Sponsored Case Study by WiserOwl

Putting Employee Experience at the Center of Digital Transformation

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

Boosting Agent Efficiency with Modern Channels & Automation Technology A Sponsored Article by Kustomer

Is Cost of Performance the Undiscovered X Factor? A Q&A with WiserOwl Founder, Robert Bradshaw

Is Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint

Predictions for the U.S. Contact Center Industry in 2025

Predictions for the U.S. Contact Center Industry in 2025 Research findings provide a look ahead.

What Do U.S. Customers Really Want From a Contact Center Interaction?

What Do U.S. Customers Really Want From a Contact Center Interaction? Research findings impacting great customer experiences.

Can Contact Centers Mitigate Fraud Risks?

Can Contact Centers Mitigate Fraud Risks? Fraud is rampant, but steps can be taken to thwart threats.

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone!

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity.

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward.

Surveys Highlight Contact Center Opportunities Insights on resiliency, operations, technology and metrics highlight where we go from here.

Contact Center Challenges & Priorities for 2020: The Year of the Agent Findings from our fifth annual survey reveal a strong focus on the agent experience.

Special Report: Factors Leading to an Impactful Voice of the Customer Process Findings from the 2019 Voice of the Customer survey.

The Future of the Contact Center: Optimism with a Dose of Caution The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations...

Contact Center Challenges & Priorities for 2019 Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current...

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic?

Four Proven Practices to Elevate the Impact of Your Online Training

Four Proven Practices to Elevate the Impact of Your Online Training Moving classroom training online requires new tools, new skills and a fresh eye to supercharge your content.

Leadership Insights: Rising Above COVID Challenges

Leadership Insights: Rising Above COVID Challenges Contact center leaders share their thoughts about recent challenges, lessons learned and success stories from the crisis.

Managing Agent Quality Issues How agents can provide excellent CX in these anxious times.

Ensuring Employee Engagement How to reinforce your agents’ links to your brand and customers.

Moving Forward: What Will 2025 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center?

How to Enhance the Human Touch AI can benefit agent interactions and wellbeing.

Gazing at the Staffing Crystal Ball What will happen with agent recruitment and retention?

Meeting Today’s Coaching, Training Challenges How to manage with generations, impatient customers, AI, and remote work.

The New Trifecta of Contact Center Reliability Agent experience, proactive security, and network redundancy are key.

Why Software QA is Good for Business (to Business) Delivering excellent B2B CX depends on optimally-functioning solutions.

MPOwer