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 […].

Contact Center 189

Contact Center Call Center 189

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.

Contact Center 157

Contact Center Customer Experience Call Center 157

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 […].

Contact Center 157

Contact Center Call Center 157

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.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

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.

Contact Center 182

Contact Center Call Center 182

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.

Contact Center 147

Contact Center Employee engagement Call Center Management 147

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

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, […].

Contact Center 147

Contact Center Call Center 147

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 […].

Contact Center 147

Contact Center Technology Call Center 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 […].

Contact Center 147

Contact Center Call Center Customer Experience 147

ShepHyken

MARCH 24, 2025

Magazine) Giving back has become a central priority for business leaders across industries. From the perspective of a healthcare executive, youll learn that this can apply to almost any business. 3 Ways Giving Back Can Make Your Business Even Greater by John Hall (Inc.

Customer Service 190

Customer Service Healthcare Customer Experience Contact Center 190

Contact Center Pipeline

SEPTEMBER 5, 2018

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards […].

Contact Center 69

Contact Center Call Center 69

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 […].

Contact Center 145

Contact Center Call Center 145

ShepHyken

DECEMBER 16, 2024

Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. My Comment: We close out this weeks Top Five with a focus on the role of a contact center.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Contact Center Pipeline

APRIL 4, 2023

We cover some of our bigger contact center challenges in our April issue. Of course, it wouldn’t be a complete issue if we didn’t discuss promoting your contact center’s value and visibility. […] Our April issue is available.

Contact Center 130

Contact Center Customer Experience Management Call Center 130

Contact Center Pipeline

MARCH 2, 2023

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. It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party!

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Contact Center Call Center 130

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.

Contact Center 138

Contact Center Technology Call Center 138

ShepHyken

MARCH 30, 2025

by CXM Editorial (Customer Experience Magazine) A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. This time, the topic is using customer feedback to improve contact center agent performance. New Survey Reveals Price Hikes Wont Break Customer Loyalty. But Theres a Catch.

Customer Service 180

Customer Service Feedback Surveys Customer Experience 180

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, […].

Contact Center 162

Contact Center Call Center 162

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.

Contact Center 133

Contact Center Management Analytics Call Center 133

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 […].

Contact Center 133

Contact Center Call Center 133

Contact Center Pipeline

SEPTEMBER 6, 2017

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. More than Hurricane Katrina and Hurricane Sandy, combined.

Contact Center 157

Contact Center Personalization Call Center 157

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 […].

Contact Center 130

Contact Center Call Center 130

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 Call Center 130

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.

Contact Center 130

Contact Center Call Center 130

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 […].

Contact Center 130

Contact Center Call Center 130

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.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

ShepHyken

JULY 11, 2022

Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Customer Experience Magazine) Developing new approaches to measurement is a priority for businesses that want to drive agile decision making. This time, the focus is on the customer support center.

Customer Service 63

Customer Service Average Handle Time Metrics Analytics 63

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 […].

Contact Center 147

Contact Center Call Center 147

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.

Contact Center 147

Contact Center Personalization Call Center Customer Service 147

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 […].

Contact Center 147

Contact Center Call Center 147

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

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 […].

Contact Center 147

Contact Center Management Call Center 147

Contact Center Pipeline

OCTOBER 3, 2019

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so many things based on our organization and mission. Please check out the 12 commonly used KPIs in Susan’s feature article. This month also brings us the findings from our 2019 Voice […].

Contact Center 29

Contact Center Call Center 29

Contact Center Pipeline

FEBRUARY 2, 2023

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them, whether they are a mentor, colleague, friend, writer, subscriber…we all have many people in our lives to show our gratitude towards. But I am a little worried. I’m sure you see […]

Contact Center 26

Contact Center Call Center 26

Contact Center Pipeline

JULY 3, 2019

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. Imagine that history lesson 100 years from […].

Contact Center 140

Contact Center Call Center 140