Contact Center Pipeline - Magazine for Contact Center Professionals

The Magazine for Contact Center Professionals

Contact Center industry information
you won't find anywhere else.

Register for a free account

Ready to Subscribe?

"Offering access to Contact Center Pipeline empowers our customer service management teams at our multi-site centers."

Amanda
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.

Bill Hartline
Subscriber #1,

2009

COG Solutions Campaign

Vive la Contact Centre Difference, Eh?

Featured Article

Vive la Contact Centre Difference, Eh?

How best to serve the unique Canadian customers.

Average Handle Time vs. Human Time – Part 2

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

Why Supply Chain Success Is Customer Success

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

Why Screening Harder Won’t Win – Part 3

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

Beyond Spreadsheets

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

How Best to Serve LATAM Customers

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

Breathing New Life Into FCR

Breathing New Life Into FCR How multimodal AI revives it.

Should Your Customers Work for You?

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

Why CX Increasingly Requires Outbound

Why CX Increasingly Requires Outbound How best to provide it.

The CX Execution Crisis

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

The U.S. – Canada Compliance Gap

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

FCC NPRMs Target Near/Offshore Call Centers

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

Xima20260520

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

Sponsored by:

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

The Human Touch Paradox

Which Road to Take in Site Selection?

Is WFH Really DOA?

The AI Assistant-App Face-Off

CRM AI’s Hidden Security Risks

When the Voice Isn’t Human

Why Behavioral Analytics Matter

Automation, Refunds, and Rights to a Human

Xima20260520

Vive la Contact Centre Difference, Eh?

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

Average Handle Time vs. Human Time – Part 2

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

Why Supply Chain Success Is Customer Success

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

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

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

Breathing New Life Into FCR How multimodal AI revives it.

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

Why CX Increasingly Requires Outbound How best to provide it.

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

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.

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

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

Verint 300x250 20250116

WebEx 300x250

Webex AI Agent 20250701

Vive la Contact Centre Difference, Eh?

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

Average Handle Time vs. Human Time – Part 2

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

Why Supply Chain Success Is Customer Success

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

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.

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

When GenAI Should Do the Writing It can help the agents and the customers.

COG Solutions Campaign

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

AIMR Forrester Wave 2026 Conversational AI

Vive la Contact Centre Difference, Eh?

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

Why Supply Chain Success Is Customer Success

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

Why Screening Harder Won’t Win – Part 3

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.

Can AI Pass The Checkpoints? How to avoid blocking its adoption.

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

Unlocking the Cloud’s Value Smarter strategies for contact centers.

The AI Assistant-App Face-Off How do these digital channels compare?

How to Make Contact Centers Smarter And more scalable, empathetic, and drive revenues.

What Contact Centers Should Know About MCP How MCP helps AI systems access context more reliably.

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

OPEX HBR Webinar Replay

COG Solutions Campaign

Beyond Spreadsheets

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

Breathing New Life Into FCR

Breathing New Life Into FCR How multimodal AI revives it.

Why CX Increasingly Requires Outbound

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.

CRM AI’s Hidden Security Risks How to manage them.

9-1-1 at Risk How to protect it.

Why Platform Integrity Matters How contact centers can help.

Can AI Pass The Checkpoints? How to avoid blocking its adoption.

Compliance as a CX Imperative How to securely deliver excellent CXs.

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

Your Bot Just Became a Legal Problem Here's why and how to fix it.

When GenAI Should Do the Writing It can help the agents and the customers.

What Contact Centers Can Learn from ATMs Why ATMs should make agents feel better about their jobs.

Accommodating the Accents How new AI-powered tools can improve CX.

Verint 300x250 20250116

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.

The New Resource for Contact Center Staffing

The New Resource for Contact Center Staffing Individuals with disabilities who also have mobility challenges provide an excellent workforce.

Docking Contact Centers in Turbulent Seas

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

The Hiring Game Has Changed

The Hiring Game Has Changed Strategies for solving staffing issues.

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.

COG Solutions Campaign