Contact Center Pipeline

2024 State of the Contact Center

2024 State of the Contact Center Inside the trenches view.

Taking WFM to the Cloud

Taking WFM to the Cloud TrialCard gained efficiencies, met challenges.

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers.

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

The Future is Now … Agents in “High Demand”

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention

Welcome to the Metaverse

Welcome to the Metaverse How contact centers can help in this new interaction world.

Safely Continuing Customer Contact

Safely Continuing Customer Contact How contact centers can lower disaster risks in the new normal.

Low-Code/No-Code AI-Enabled Chatbots

Low-Code/No-Code AI-Enabled Chatbots How a DIY approach to intelligent virtual assistants is democratizing customer service delivery for all.

CX Is About to Change (Again)

CX Is About to Change (Again) Here’s how to get your team ready.

Most Read

Research

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

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

Artificial Intelligence

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger

Planning

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report

Turnover

Beyond the Paycheck

Beyond the Paycheck

Operations

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball

Customer Effort Index

Upland 20231115

Cloud Racers

NICE 20240826

Gartner MQ

Verint CX Automation

GartnerMQ