The Hybrid Contact Center

Contact Center Pipeline

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like.

Embracing Agility in the Contact Center

Contact Center Pipeline

Culture agile thinking agility call center change management contact center culture empowermentAgile thinking became the key to business survival during the COVID-19 crisis.

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Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Contact Center Pipeline

Recruiting & Hiring recruiting remote work virtual contact centers WFH work from home workers with disabilitiesMore than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live.

This 1¢ Piece of Paper is Costing Your Contact Center Millions | The Vistio Blog

Vistio

When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.

Contact Center Virtual Summit: July 7 - 27, 2019

Join us as we bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. These sessions will show you the strategies top people in the industry are using and recommend.

The Role of Contact Center Agents in Product Innovation

Contact Center Pipeline

Innovation agent empowerment agent engagement agent feedback call center change management Collaboration contact center continuous improvement cross-functional alignment innovation

The New Resource for Contact Center Staffing

Contact Center Pipeline

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a pretty exciting time for them.

Is Your Contact Center Thriving in the “New Normal”?

Contact Center Pipeline

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new normal.”

The Future of Contact Centers?

Contact Center Pipeline

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover.

Creating a Sustainable Work-From-Home Contact Center

Contact Center Pipeline

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Remote Working Technology contact center industry trends onboarding remote-work tools technology; call center work from home

60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days

The Fine Art of Contact Center Management

Contact Center Pipeline

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985.

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].

Managing Emotional Labor in the Contact Center

Contact Center Pipeline

Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress managementThe phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?”

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Training & Development blended learning call center contact center in-person training industry research new-hire training onboarding remote training training training life cycle

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

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.

Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Technology AI artificial intelligence call center contact center COVID-19 customer experience digital transformation intelligent chatbots omnichanne

Strategies for Promoting Contact Center Value and Visibility

Contact Center Pipeline

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The contact center’s value is inextricably tied […].

Preventing Contact Center Agent Burnout

Contact Center Pipeline

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? But when I think of contact centers, the first thing that comes to […]. Rows of employees at computers with headsets? An office full of tiny cubicles?

Contact Center Pipeline Magazine: Inside Our April 2022 Issue

Contact Center Pipeline

Inside The Issue call center contact centerDid you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t.

How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

Agent Engagement agent motivation call center communication contact center COVID-19 culture employee engagement growth & development WAH WFH work from home work-at-homeCan you ever have enough high performers?

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. Inside The Issue call center contact centerI think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

How Sharpen Elevates Contact Center CX with Deepgram

One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate, reliable speech transcription to improve productivity in real-time.

Automation: The Contact Center’s Grocer

Contact Center Pipeline

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places.

Contact Center Pipeline Magazine: Inside Our May 2022 Issue

Contact Center Pipeline

Know what I love best about the contact center industry? Inside The Issue call center contact centerIt is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. We tackle many of these issues this month. We discuss a topic that is on everyone’s minds these days, […].

Contact Center Pipeline Magazine: Inside Our March 2022 Issue

Contact Center Pipeline

This issue marks our 13th year of publishing Contact Center Pipeline. Inside The Issue call center contact centerFor many, 13 is an unlucky number.

The Evolving Contact Center Supervisor

Contact Center Pipeline

2020 was a tough year for contact center supervisors. Network and technology glitches aside, contact center agents can perform the majority of their tasks as well at home […].

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

Employee Experience in the Contact Center

Contact Center Pipeline

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving brand loyalty and equity. Often neglected however, was the agent. But their voices can no longer be ignored.

Biden Administration Impact on Contact Centers

Contact Center Pipeline

Contact Center Compliance call center pay CARES Act consumer privacy rights consumer rights legislation contact center compliance contact center salaries Dodd-Frank Act Family Medical Leave Act federal minimum wage FMLA labor laws labor unions paid sick leave

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.”

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […].

60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days

Are There Better Ways to Staff the Contact Center?

Contact Center Pipeline

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Staffing call center call center planning change management contact center gig workers outsourcing remote work staffing WFH work from home

Contact Center Pipeline Magazine: Inside Our February 2022 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. The February feature looks at how labor market pressure may bring contact center […]. Inside The Issue call center contact center

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

Leadership call centers communication contact centers DISC Personality Assessment Emotional Intelligence leader development leadership skills self-awareness self-care stress managementWe are now well into 2021, and I hope this year will be a much better year for all.

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

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.