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.

12 Tips for Effective Coaching

12 Tips for Effective Coaching How leaders can leverage it to improve agent performance and the CX.

Opportunities for Contact Centers

Opportunities for Contact Centers Focus on empathy, wellbeing, unstructured feedback, and balance.

Revolutionizing Customer Service

Revolutionizing Customer Service Is Generative AI/ChatGPT set to transform the contact center industry?

Getting the Most From Your Chatbots

Getting the Most From Your Chatbots Common issues, solutions, and developments (like ChatGPT) to this popular application.

Looking Beyond the Wrinkles

Looking Beyond the Wrinkles Why contact centers must retain and hire aging workers.

Unlock the Power of Inclusion and Equity

Unlock the Power of Inclusion and Equity How DEI can free your center's true potential.

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 Growing Value of Speech Technology

The Growing Value of Speech Technology Speech continues to be the foundation of customer and employee interactions.

Is It the End of the Cold Call?

Is It the End of the Cold Call? Can the right data, sound practices, and the cloud regenerate this customer contact method?

Welcome to the Metaverse

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

Is Your Center Really Resilient?

Is Your Center Really Resilient? Self-Assess and Take the Next Step in Resiliency Readiness.

It All Starts with the Why!

It All Starts with the Why! Third in a Three-Part Series on Adaptability and Adaptive Leadership.

Work from Home Survey Results

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

Reflections of a Contact Center Leader

Reflections of a Contact Center Leader A love letter to those who serve others.

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Artificial Intelligence

Ensuring Quality in Anxious Times

Ensuring Quality in Anxious Times

Artificial Intelligence

Using Decision Intelligence to Make Better, More Informed Decisions

Using Decision Intelligence to Make Better, More Informed Decisions

Artificial Intelligence

Integrating AI Into Your Contact Center

Integrating AI Into Your Contact Center

Workplace Environment

Gracious Gratitude

Gracious Gratitude

Artificial Intelligence

“WhatsApp”-ening With Surveys?

“WhatsApp”-ening With Surveys?

MPower

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Cloud Racers

Five9 20240826

Gartner MQ

Verint CX Automation

GartnerMQ