Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

Contact Center Pipeline

Inside The Issue call center contact centerI hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers.

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Inside The Issue call center contact centerOur first issue was published in March 2009.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

Contact Center Pipeline

Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […]. Inside The Issue call center contact center COVID-19 WFM work from homeWhat a difference a month makes!

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

Technology AI artificial intelligence call center contact center customer experience digital channels natural language processing NLP video chat virtual agentsIn today’s highly dynamic digital economy, there is no set safeguard against uncertainty.

Where Contact Centers Go from Here

Contact Center Pipeline

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.”

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […].

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program

Meet Kathleen Peterson: Our April 2020 Wall of Fame Honoree

Contact Center Pipeline

Area of Expertise: Contact center strategic visioning; working with executive leadership […]. Strategic planning call center contact center contact center value customer experience executive buy-in healthcare contact centers strategic visioning voice technology

Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

Boost ROI by Enhancing Contact Center Agent Performance

Contact Center Pipeline

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Contact Center Pipeline

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not enough training and poor leadership.

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Contact Center Pipeline

We at Cresta have been in close contact with customers and prospects regarding their contact center operations, and we’re finding that many contact centers are closing their physical contact center operations and shifting to remote WFH contact […].

A Checklist for Migrating Your Contact Center to the Cloud

Contact Center Pipeline

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty.

Contact Center Executive Outlook on 2020 and Beyond

Contact Center Pipeline

That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

2020 Contact Center Investment Priorities

DMG Consulting

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments.

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Contact Center Pipeline

Work environment call center contact center COVID-19 social distancing workplace safetyWork from home is the most effective form of workplace social distancing, as advised by governments and public health organizations.

Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! Social Customer Care call center complaint management contact center customer experience healthcare contact centers online reviews social channels social media infrastructure

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support.

Virtual + Engaging: How to Bring Classroom Training Online (with Infographic)

10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn.

COVID-19 Impacts on Contact Centers & Our Company


I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart. contact center call center cx assurance custserv work from home

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Contact Center Pipeline

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a very different social contract than what has been in place over the past decade when they predominantly worked traditional 8- to 10-hour shifts.

4 Ways to Improve Contact Center Operational Efficiency


Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. Image: Fonolo, 2020).

3 things your contact center should be doing in 2020

Taylor Reach Group

For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. Listen to what your contact center employees are saying.

What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard


Operating a growing call center operation involves logging and assessing myriad moving elements at once. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics.

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

Contact Center Pipeline

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders I know. All have held senior leadership positions at enterprise-level contact centers.

Balancing Customer Experience with Fraud Prevention in the Contact Center

Contact Center Pipeline

Data security call center contact center customer authentication customer data data security fraud prevention identify verification KBA knowledge-based authentication social engineeringCybercriminals exposed 2.8 billion consumer data records in 2018.

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Technology AI analytics artificial intelligence call center contact center predictive hiring prehire assessments speech analytics voice analysis voice characteristics voice DNAProviding a good customer service experience is more important than ever.

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Innovation: What’s the Right Amount for Your Contact Center?

Contact Center Pipeline

This is particularly true in a dynamic contact […]. Innovation call center contact center change management culture customer experience initiatives innovation innovation tolerance model maturity model organizational design