It's our 14th Anniversary Issue — and we've got an anniversary suprise for our loyal readers!
Free 1-Year Digital Magazine Subscriptions...
Limited-time offer, expires March 31. No Credit Card, or Commitment Required.

Contact Center Pipeline Magazine - March 2023

Your Contact Center Pipeline March Issue is Available

March 2023 Letter From the Publisher

It's March and you know what that means... Madness is in the air! We've picked our teams and are ready to party! But that's not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn't have done it without our amazing team. A special shoutout to Steve, Frank, Susan, Ellen, Sarah, Mark, Eric, Martha, and Brendan for making this all possible! We're also incredibly grateful to our sponsors and subscribers, as none of this would be possible without you.

So, let's keep the celebration going! For the entire month of March, we're offering free digital subscriptions. Sign up your teams and colleagues, and share the link with anyone who would benefit from a subscription: www.contactcenterpipeline.com/Registration/Free-Account

And that's not all! We're also offering a 20% discount on all advertising scheduled this month for 2023. Shoot us an email, and let's make it a three-pointer!

Here's to another year of success and celebration. Enjoy the games and our March issue!

Please enjoy.

Linda Harden
Publisher
Contact Center Pipeline

VIEW THE MARCH ISSUE

Get on board with NICE CXone

Expectations! 32% of customers will stop doing business with a brand after just one bad experience

Looking Beyond The Wrinkles

Contact centers need to rethink their employer value proposition to capitalize on the value of mature employees.

The Best Defense is a Good Offense

The basic functions of football provide a reasonable context for evaluating the inner workings of your Contact Center. To effectively apply these functions, we must understand what they are.

The Benefits of Prioritizing Employee Needs

The unemployment rate for people with disabilities is at and over 50% in industrialized countries, meaning organizations are missing out on a significant source of strong talent.

Comparing Contact Center Insourcing Strategies

How it may be better to hire new employees than rebadging BPO staff.

How to Create a Lasting Human Experience

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age.

Breaking the Cookie Habit

For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues, including privacy, but it will no longer be an option.

About The March Issue

The primary focus for our March Issue of Contact Center Pipeline is diversity and inclusion. We explore aging workers, workers with disabilities, diversity, equity, inclusion, finding the best talent with veterans and formerly incarcerated groups and discriminatory hiring. Our authors offer great insights in creating a diverse workforce that can deliver positive customer service experiences.

We also cover many of our game-changing topics such as building customer trust, exploring contact center insourcing strategies (case study), future of data cookies, AI and staffing challenges and the impact of background noise.