Contact Center Pipeline - Magazine for Contact Center Professionals

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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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2009

OPEX HBR Webinar Replay

What Can Be Done to Prevent Agent Burnout?

Featured Article

What Can Be Done to Prevent Agent Burnout?

There are new AI-powered QM tools that can help.

Average Handle Time vs. Human Time – Part 3

Average Handle Time vs. Human Time – Part 3 Finding the right balance in the CX age.

Why Switch to Proactive from Reactive?

Why Switch to Proactive from Reactive? Rethinking contact center strategy.

Moving AI Agents From Pilot to Production

Moving AI Agents From Pilot to Production A playbook for deploying them at scale.

Keeping the Customer Interaction Train on Track

Keeping the Customer Interaction Train on Track AI is now helping customers move forward.

Finding (and Cutting) the Hidden Telecom Costs

Finding (and Cutting) the Hidden Telecom Costs Data visibility can shed light on them.

Do Offshore BPOs Have a Future?

Do Offshore BPOs Have a Future? In an AI-first, politically volatile economy?

AI and the Future of Customer Service

AI and the Future of Customer Service Are companies using AI right?

Turning Cost Centers into Growth Centers

Turning Cost Centers into Growth Centers The focus is now on continuity, not channel.

How RCS Helps The Contact Center

How RCS Helps The Contact Center What leaders need to know.

The Power of Proactive Customer Engagement

The Power of Proactive Customer Engagement Why centers should shift from reactive service.

Run Your Contact Center Like a Startup

Run Your Contact Center Like a Startup Here’s how with voice AI adoption.

Preventing Chatbot Failure

Preventing Chatbot Failure Micro-GPTs can stop that.

Vive la Contact Centre Difference, Eh?

Vive la Contact Centre Difference, Eh? How best to serve the unique Canadian customers.

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Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

Moving Forward: What Will 2026 Bring For Contact Centers?

Subscriber Exclusive

Looking Beyond the AI Hype

Subscriber Exclusive

Is AI Falling into the IVR Traps?

Sponsored Content

Empowering Contact Centers, Elevating Customer Experience

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In the Contact Center, AI is Not Your Strategy

In the Contact Center, AI is Not Your Strategy Leaders need to be realistic about work demands, resource requirements and value delivery.

Arbella Modernizes its Contact Center in Four Phases

Arbella Modernizes its Contact Center in Four Phases Arbella partnered with ICMI to address challenges and saved $1.7 million!

In the Contact Center, Strong EX Equals Strong CX

In the Contact Center, Strong EX Equals Strong CX Learn from industry veterans on the challenges in managing CX and EX as a connected effort.

Contact Centers Must Plan and Operate as if it's a Recession

AI in the Contact Center: Your Next Move

AI Training & Consulting: A Show vs Tell Approach

ICMI Contact Center Consulting

COG Solutions Campaign

Most Popular

CRM AI’s Hidden Security Risks

Automation, Refunds, and Rights to a Human

When the Voice Isn’t Human

Can Security, Compliance, and Excellent CX Co-Exist?

When AI Shops for Your Customers

How Best to Serve LATAM Customers

FCC NPRMs Target Near/Offshore Call Centers

Your Bot Just Became a Legal Problem

Xima20260520

Average Handle Time vs. Human Time – Part 3

Average Handle Time vs. Human Time – Part 3 Finding the right balance in the CX age.

Why Switch to Proactive from Reactive?

Why Switch to Proactive from Reactive? Rethinking contact center strategy.

Moving AI Agents From Pilot to Production

Moving AI Agents From Pilot to Production A playbook for deploying them at scale.

Keeping the Customer Interaction Train on Track AI is now helping customers move forward.

Finding (and Cutting) the Hidden Telecom Costs Data visibility can shed light on them.

Do Offshore BPOs Have a Future? In an AI-first, politically volatile economy?

Turning Cost Centers into Growth Centers The focus is now on continuity, not channel.

How RCS Helps The Contact Center What leaders need to know.

The Power of Proactive Customer Engagement Why centers should shift from reactive service.

Run Your Contact Center Like a Startup Here’s how with voice AI adoption.

Preventing Chatbot Failure Micro-GPTs can stop that.

Vive la Contact Centre Difference, Eh? How best to serve the unique Canadian customers.

Average Handle Time vs. Human Time – Part 2 Finding the right balance in the CX age.

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Webex AI Agent 20250701

Average Handle Time vs. Human Time – Part 3

Average Handle Time vs. Human Time – Part 3 Finding the right balance in the CX age.

Why Switch to Proactive from Reactive?

Why Switch to Proactive from Reactive? Rethinking contact center strategy.

Moving AI Agents From Pilot to Production

Moving AI Agents From Pilot to Production A playbook for deploying them at scale.

Why Screening Harder Won’t Win – Part 3 There is a new approach to attracting and keeping talent.

Should Your Customers Work for You? How to make automation successful so they don’t.

Average Handle Time vs. Human Time – Part 1 Finding the right balance in the CX age.

Why Screening Harder Won’t Win – Part 2 There is a new approach to attracting and keeping talent.

Why Platform Integrity Matters How contact centers can help.

When the Voice Isn’t Human How to manage the growing deepfake threat.

Which Road to Take in Site Selection? Each route has its twists and turns.

QA Through the Agents’ Eyes And how to address common issues involving them.

Why Behavioral Analytics Matter And more than ever in contact center hiring.

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

COG Solutions Campaign

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

COG Solutions Campaign

Why Switch to Proactive from Reactive?

Why Switch to Proactive from Reactive? Rethinking contact center strategy.

Finding (and Cutting) the Hidden Telecom Costs

Finding (and Cutting) the Hidden Telecom Costs Data visibility can shed light on them.

Do Offshore BPOs Have a Future?

Do Offshore BPOs Have a Future? In an AI-first, politically volatile economy?

AI and the Future of Customer Service Are companies using AI right?

Turning Cost Centers into Growth Centers The focus is now on continuity, not channel.

The Power of Proactive Customer Engagement Why centers should shift from reactive service.

Vive la Contact Centre Difference, Eh? How best to serve the unique Canadian customers.

Why Supply Chain Success Is Customer Success How your contact center can help fix issues.

Why Screening Harder Won’t Win – Part 3 There is a new approach to attracting and keeping talent.

How Best to Serve LATAM Customers Why a market-by-market strategy is essential.

The U.S. – Canada Compliance Gap Why it is a risk for contact centers.

FCC NPRMs Target Near/Offshore Call Centers Agency, lawmakers are also aiming at outbound dialing.

Can Security, Compliance, and Excellent CX Co-Exist? They must: and here’s how.

Automation, Refunds, and Rights to a Human The wide implications of California’s new laws.

WebEx 300x250

OPEX HBR Webinar Replay

What Can Be Done to Prevent Agent Burnout?

What Can Be Done to Prevent Agent Burnout? There are new AI-powered QM tools that can help.

Moving AI Agents From Pilot to Production

Moving AI Agents From Pilot to Production A playbook for deploying them at scale.

Keeping the Customer Interaction Train on Track

Keeping the Customer Interaction Train on Track AI is now helping customers move forward.

AI and the Future of Customer Service Are companies using AI right?

How RCS Helps The Contact Center What leaders need to know.

Run Your Contact Center Like a Startup Here’s how with voice AI adoption.

Preventing Chatbot Failure Micro-GPTs can stop that.

Beyond Spreadsheets How no-code tools can power contact centers.

Breathing New Life Into FCR How multimodal AI revives it.

Why CX Increasingly Requires Outbound How best to provide it.

The CX Execution Crisis AI without implementation ability is the new threat.

Can Security, Compliance, and Excellent CX Co-Exist? They must: and here’s how.

When AI Shops for Your Customers How contact centers can manage the new risks.

Automation, Refunds, and Rights to a Human The wide implications of California’s new laws.

The Human Touch Paradox Why premium service is the next CCaaS battleground.

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

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Contact Center AI at the Speed of Service

Contact Center AI at the Speed of Service The future of CX is real-time.

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.

Human Over Hype

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

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

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.

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

An Executive Interview with Denis Francoeur, Upland Software A Sponsored Article by Upland Software

Putting Employee Experience at the Center of Digital Transformation

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

The Way Customers Communicate with Brands Is Changing A Sponsored Article by Kustomer

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

The Return to Voice

The Return to Voice Why customers prefer human connection for complex interactions.

From Hearing to Listening

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

The Great Contact Center Standoff

The Great Contact Center Standoff Customers Want Humans, Businesses Push Automation—Who Wins?

Vision 2025 Key Contact Center Business Goals

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? Research findings impacting great customer experiences.

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.

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years.

Caring for Customers During a Pandemic

Caring for Customers During a Pandemic The COVID-19 crisis is reshaping the consumer mindset. How to retain trust and loyalty for the post-pandemic world.

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model.

Vive la Contact Centre Difference, Eh? How best to serve the unique Canadian customers.

Which Road to Take in Site Selection? Each route has its twists and turns.

Why Screening Harder Won’t Win – Part 1 There is a new approach to attracting and keeping talent.

How to Make Remote Work Actually Work Supporting remote agents requires commitment.

Is WFH Really DOA? Remote/hybrid work is alive: including in contact centers.

Evolving Threats, Evolving Responses How contact centers can best respond to the next disaster.

Answering the Challenges Our Advisory Board shares timely insights into key contact center issues.

Extra! Extra! Advanced Tech Helps Newspaper! How technology investments improved service and remote work.

Docking Contact Centers in Turbulent Seas Labor costs, AI, and White House policies are shaping decisions.

OPEX HBR Webinar Replay