Contact Center Pipeline

New Year, Evolved Challenges, Compelling Priorities

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

Gazing at the Staffing Crystal Ball

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

Disruption Ahead for The Contact Center Workforce – Part 2

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them.

Strategies for Managing Remote Call Center Teams – Part 2

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home.

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era.

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers.

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Surprises and Delights

Surprises and Delights Work from home…15 years in review.

Back to the Future

Back to the Future Change is the only constant.

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

Staffing in the Age of Angst

Staffing in the Age of Angst How to attract and retain high quality agents in this challenging era.

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2 Multiple forces are constraining contact center workforces.

Hungry for Praise

Hungry for Praise Building a culture of praise and recognition.

Tuning the CX Engine

Tuning the CX Engine How you train then coach your agents keeps your contact center on the road.

Is Work From Home the New Normal?

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there?

Going Home for Talent

Going Home for Talent Providing remote work is a necessity, not an option.

Understanding GigCX

Understanding GigCX GigCX promises scalable excellent service but how does it work?

Exploring the Future of Work

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm.

Transforming the Support CX with Video

Transforming the Support CX with Video How these tools enable effective support from agents at home.

Hearing the Need for Audio Quality

Hearing the Need for Audio Quality Is audio the missing piece in the call center concentrations crisis?

Key Trends in Agent Productivity

Key Trends in Agent Productivity How contact centers can get on top of critical operations factors.

It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience Is a complicated desktop hindering your agents?

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences.

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.

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes.

Winning Customer and Employee Support

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards.

Work From Home vs. Hybrid?

Work From Home vs. Hybrid? What Will Contact Centers Decide

Safely Continuing Customer Contact

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

Three Ways to Assure Business Continuity

Three Ways to Assure Business Continuity Self-service, automation, and testing key: and critical.

How to be Great in Workforce Management

How to be Great in Workforce Management Three approaches to training.

Steering around the Staffing Rapids

Steering around the Staffing Rapids New legislation targets implicit biases, potential harmful technology.

Should Agents Work from Home?

Should Agents Work from Home? Why agents went home: and why they should come back.

Conquering the New World of Contract Work

Conquering the New World of Contract Work The COVID-19 pandemic liberated the workplace. Where do contact center-using organizations go from here?

Contacting for Customers

Contacting for Customers Well-planned (and compliant) outbound customer contact is becoming critical to support an excellent CX.

WFH for B2B?

WFH for B2B? Not a few business-serving contact centers have also moved home, but will they stay there?

Protecting Data, Payments, Providing Positive CX

Protecting Data, Payments, Providing Positive CX Companies must walk a fine line between adopting new technology and maintaining consumer trust.

From the Heart

From the Heart Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Work from Home... Are You Sure of the Future?

Work from Home... Are You Sure of the Future? It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

The New Normal: Navigating Change, Disruption

The New Normal: Navigating Change, Disruption Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Going Home: For Good?

Going Home: For Good? How COVID-19 has upended BC/DR and staffing strategies

Providing Resiliency During Challenging Times

Providing Resiliency During Challenging Times How a contact center adapted and executed its BC/DR plan, and lessons learned

Growing Customers During Disasters

Growing Customers During Disasters How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Old and In the Way

Old and In the Way Baby boomers and work-from-home contact center models—it’s a win-win situation.

Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success How to maintain high professional standards when interacting via video.

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.

How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams? A strong culture provides remote team members with a sense of belonging that can counteract feelings of isolation.

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce.

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How to Enhance the Human Touch

How to Enhance the Human Touch

Artificial Intelligence

Is CX Improving? Or Declining?

Is CX Improving? Or Declining?

Artificial Intelligence

Getting Past the AI Hype

Getting Past the AI Hype

People

Moving Forward: What Will 2025 Bring For Contact Centers?

Moving Forward: What Will 2025 Bring For Contact Centers?

Artificial Intelligence

Humans or AI?

Humans or AI?

GartnerMQ

Upland 20231115

Cloud Racers

Supported Platforms 20240826

Trends Forrester Budget Planning Guide

Verint CX Automation

Trends Forrester Budget Planning Guide