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2024 State of the Contact Center

Inside the trenches view.

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

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

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

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

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

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Brendan Read Monday, April 1, 2024

Recruitment, Attrition, and COVID-19

How Jackson National Life’s contact center responded to the challenges.

2024 State of the Contact Center

Inside the trenches view.

Lifting Agility

How going to cloud telephony and WFM helped Radial meet business needs.

How Contact Centers Can Have Available Quality Agents - Part 3

Multiple forces are constraining contact center workforces.

How Contact Centers Can Have Available Quality Agents - Part 2

Multiple forces are constraining contact center workforces.

How Contact Centers Can Have Available Quality Agents - Part 1

Multiple forces are constraining contact center workforces.

WiserOwl Helps Global Eyewear Contact Center Save Millions

A Sponsored Case Study by WiserOwl

Taking WFM to the Cloud

TrialCard gained efficiencies, met challenges.

12 Tips for Effective Coaching

How leaders can leverage it to improve agent performance and the CX.

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Magazine Archive

Contact Center Pipeline Magazine, first published in 2009, is a monthly print and digital magazine focused on the contact center and customer service industry. Whether you’re looking for help with executing strategy, effective leadership, efficient communication, emerging technology, or another contact center topic, you'll find it here in the Contact Center Pipeline archives.

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