Contact Center Pipeline

DECEMBER 2, 2022

Contact Center Pipeline had a very good 2022. TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].

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Contact Center Call Center 130

NobelBiz

APRIL 8, 2024

NobelBiz OMNI+ is at the forefront of CCaaS solutions, offering a comprehensive suite of features, functionalities, and integrations tailored for diverse contact center needs. It is the quintessential tool for enhancing omnichannel contact center operations and ensuring maximum productivity.

industry standards 52

industry standards Contact Center CRM Call Center 52

Contact Center Pipeline

FEBRUARY 5, 2020

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience!

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Contact Center Customer Experience Call Center 222

Contact Center Pipeline

DECEMBER 2, 2021

Contact Center Pipeline had a very good 2021. TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].

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Contact Center Call Center 147

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

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Contact Center Technology contact center solutions Virtual Agent 124

Contact Center Pipeline

NOVEMBER 2, 2021

Kind of reminds me of our contact centers. What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. There is the scary, the delightful and the practical. And that just about sums up our November […].

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Contact Center Call Center 147

Contact Center Pipeline

OCTOBER 4, 2021

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles. In the midst of COVID, the anniversary of September 11 and hurricane season, […].

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Contact Center Call Center 147

Contact Center Pipeline

MARCH 2, 2022

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our readers with timely, expert insights every month. Reflecting back on our journey, I certainly don’t feel unlucky.

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Contact Center Pipeline

SEPTEMBER 2, 2021

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash. We wish her nothing but the best as she starts a […].

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Contact Center Pipeline

JANUARY 6, 2020

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 […].

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Contact Center Call Center Customer Service Customer Experience 182

CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Also, according to Forbes magazine, the rate of change is increasing.1 1 As a key part of an organization, contact centers are often greatly affected by change.

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Cloud contact Contact Center CCNG Finance 195

Contact Center Pipeline

JANUARY 5, 2021

Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I hope the new year brings much health and happiness. This is an exciting month.

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Contact Center Employee engagement Call Center Management 147

Contact Center Pipeline

MARCH 2, 2021

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].

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Contact Center Call Center Customer Experience 147

Contact Center Pipeline

APRIL 3, 2020

I 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. You will always find people who are […].

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Contact Center Call Center 264

Contact Center Pipeline

MAY 4, 2021

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity.

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Contact Center Call Center 130

Contact Center Pipeline

JANUARY 4, 2023

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].

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Contact Center Call Center 130

Contact Center Pipeline

NOVEMBER 3, 2020

That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records.

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Contact Center Management Analytics Call Center 133

TCN

NOVEMBER 3, 2022

The post TCN Wins 2022 Contact Center Technology Award from CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – November 3, 2022 – TCN, Inc., a global provider of a.

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Contact Center Technology 52

Contact Center Pipeline

JUNE 2, 2022

Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Be sure to […].

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Contact Center Call Center 130

Contact Center Pipeline

FEBRUARY 2, 2021

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Frank joined Contact Center Pipeline in 2009 and brought with him a big […].

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Contact Center Call Center Customer Experience 113

Contact Center Pipeline

APRIL 4, 2022

Did 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. I thought it would take us a few months, COVID would be under control and life would resume back […].

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Contact Center Call Center 130

Contact Center Pipeline

AUGUST 2, 2019

I sure hope Contact Center Pipeline is on it!! It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. If not, now is a great time to sign up. We would love to go to the pool […].

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Contact Center Call Center 157

Contact Center Pipeline

DECEMBER 3, 2019

Contact Center Pipeline had a very good 2019. TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].

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Contact Center Call Center 130

Contact Center Pipeline

AUGUST 4, 2021

Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again. Please check […].

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Contact Center Call Center 147

Contact Center Pipeline

JUNE 2, 2020

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].

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Contact Center Call Center 189

Contact Center Pipeline

JULY 2, 2021

In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. We cover a wide variety of topics this month in our July issue. Culture is always challenging and now more so.

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Contact Center Personalization Call Center Customer Service 147

Contact Center Pipeline

MAY 4, 2020

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 […]. What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true.

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Contact Center Call Center 182

Contact Center Pipeline

APRIL 2, 2021

Could there be much more change in the air than in our centers? There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Talk of agility in dealing with the changing […].

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Contact Center Call Center 147

Contact Center Pipeline

JULY 2, 2020

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].

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Contact Center Call Center 162

Contact Center Pipeline

DECEMBER 2, 2020

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a year. Not only has COVID-19 affected us individually and within our families, but our organizations have had quite the challenge of […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

JUNE 4, 2019

Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Our June issue includes several articles that discuss how to help our agents to […].

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Contact Center Call Center 133

Contact Center Pipeline

AUGUST 4, 2020

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […].

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Contact Center Management Call Center 147

Contact Center Pipeline

AUGUST 2, 2018

Time slows down… except at Contact Center Pipeline. It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […].

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Contact Center Call Center 145

Contact Center Pipeline

NOVEMBER 5, 2019

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights. Special shout-out to Colleen Bolton and her team at DraftKings Inc. They […].

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Contact Center Surveys Call Center 113

Contact Center Pipeline

MAY 2, 2017

Know what I love best about the contact center industry? It 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. This month we address many of the issues contributing to our experiences and successes.

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Contact Center Customer Experience Call Center 157

Contact Center Pipeline

MARCH 5, 2019

The March issue represents 10 years of publishing Contact Center Pipeline! Welcome to our 10-Year Anniversary issue! It is with sincere gratitude to our team; Susan, Frank, Mark, Ellen and Sarah for all their hard work in keeping Pipeline fresh and relevant, as well as our writers, sponsors and subscribers!

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Contact Center Call Center 113

Contact Center Pipeline

NOVEMBER 2, 2017

Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers. It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude.

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Contact Center Technology Call Center 138