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Contact Center Pipeline, Monday, February 2nd, 2026
Our kids say 'Back in My Day' all the time. They then go on to giggle, giggle and come up with a witty recall of what we experienced when we were younger. Funny, I think each of us could talk about 'Back in My Day' with our contact center operations.
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destination CRM, Thursday, January 22nd, 2026
AI was meant to lighten the load on contact centers by automating routine tasks, speeding up resolutions, and freeing agents to focus on empathy. In reality, automation often reduces overall contact volume but increases task complexity, leaving human agents to handle only the most difficult, emotionally charged interactions.
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destinationCRM, Thursday, January 15th, 2026
AI is quickly transforming customer service and contact center operations to generate measurable value. With the integration of genAI and agentic AI, organizations can now move beyond pilots and into strategic full-scale deployments that drive quantifiable results, even as an MIT report notes that 95 percent of genAI pilots fail.
more → contact center pipeline, Wednesday, January 14th, 2026
Unstructured interaction data apparently is now the norm, from what I am gathering from industry sources, of what flows through a contact center.
more → Contact Center Pipeline, Wednesday, January 7th, 2026
Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges.
more → AITHORITY, Tuesday, January 6th, 2026
Industry reports highlight rapid adoption of automation, analytics, and AI-driven support tools across global customer service operations
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Contact Center Pipeline, Monday, January 5th, 2026
There is just something special about the first days of a new year. I love that we are facing a new, blank slate. A new beginning. There is something special about a whole new year unfolding ahead, all 365 days!
more → Contact Center Pipeline, Tuesday, December 30th, 2025
Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking leads to greater advancements for your organization, and what the future holds for benchmarking.
more → Contact Center Pipeline, December 12,2025
The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of rapid advancements in voice AI, companies using virtual agents to handle high call volumes, investors pouring billions into the space, and technology that's becoming increasingly humanlike in conversation.
more → Contact Center Pipeline, Wednesday, December 3rd, 2025
For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure.
more → Search Customer Experience, Tuesday, December 2nd, 2025
By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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Contact Center Pipeline, Tuesday, December 2nd, 2025
'TIS THE SEASON for reflection. There is something about the end of a year that gives us pause to look back and assess our successes and challenges.
more → Contact Center Pipeline:, Friday, November 28th, 2025
To kick off November's top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer details how AI can be used to identify agent burnout and thus, prevent agent attrition. Then, Daniel makes the case for IVR.
more → techradar, Thursday, November 20th, 2025
Cloud contact centers slash carbon emissions through virtualization
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Contact Center Pipeline, Monday, November 10th, 2025
In light of the AI Stargate project and it's $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at planned AI adoption through workforce engagement management (WEM) applications in the contact center.
more → Analytics Insight, Wednesday, November 5th, 2025
Routine Queries Will Be Fully Automated AI systems already handle balance checks, status updates, cancellations, and FAQs instantly. As models improve, these repetitive tasks will move almost entirely to chatbots and voice bots.
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Contact Center Pipeline, Tuesday, November 4th, 2025
Welcome to our November issue. I would like to call your attention to a few special articles this month. The Feature includes Verint, NiCE, Qualtrics, and CallMiner discussing contact centers balancing the high wire act for exceptional CX. As they look back and ahead to 2026, you won't want to miss their insights into CX and loyalty.
more → Contact Center Pipeline, Thursday, October 30th, 2025
In an era where digital convenience is a default expectation, customers engage with brands across more channels than ever. From websites to mobile apps and social media to chatbots, the demand for fast, frictionless service is shaping how contact centers must evolve.
more → CIO, Tuesday, October 21st, 2025
Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales experiences - but staffing remains a vital need.
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Contact Center Pipeline, Tuesday, October 14th, 2025
For your customers, working their way through your voice, mobile, and web services to find what they are looking for is cognitively a lot like asking for directions. You know where you want to go, but you are at the mercy of another individual to get you there.
more → Contact Center Pipeline, Thursday, October 2nd, 2025
It is finally here.Customer Service Week arrives next week. Enjoy your celebrations. I
more → Contact Center Pipeline: , Thursday, October 2nd, 2025
Starting off our top 5 blog posts in September, Chris shows us how enterprise browsers improve your agents' workflow, resulting in both happier agents and customers.
more → Contact Center Pipeline, Wednesday, September 24th, 2025
In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to new interaction models.
more → ITWire, September 17,2025
The world of customer service is undergoing a transformation as contact centres grapple with rising expectations, omnichannel demands, and workforce volatility.
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Contact Center Pipeline, Wednesday, September 10th, 2025
For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline soldiers in the battle for retention, helping to shape the perception of the brand with every call.
more → Cloud Native Now, Wednesday, September 3rd, 2025
Modern customer service is evolving rapidly, driven by rising customer expectations and the growing pressure to deliver seamless experiences across channels.
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Contact Center Pipeline, Tuesday, September 2nd, 2025
Our September issue of Contact Center Pipeline is now available. Personally, I think this is a fabulous issue. Some of the best industry voices and contact center issues are featured this month.
more → CIO, Tuesday, August 26th, 2025
In today's experience-first economy, customer loyalty is no longer a product of great service alone-it's the outcome of seamless, proactive, and personalized engagement across channels.
more → Contact Center Pipeline, Tuesday, August 26th, 2025
Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to help customers resolve their problems as quickly as possible.
more → Contact Center Pipeline, Monday, August 18th, 2025
In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited-and the thinking we may need to leave behind. To understand where Contact Centers are going, it helps to remember where they have been and what we have stubbornly carried with us.
more → Contact Center Pipeline, Tuesday, August 12th, 2025
April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California respectively slowly recover from theirs. And tornadoes can now happen most anywhere and at anytime.
more → Search Customer Service, Tuesday, August 12th, 2025
Traditional rules-based interactive voice response technology could be on its way out.
more → Contact Center Pipeline, Monday, August 4th, 2025
Our August issue of Contact Center Pipeline is now available.
more → ITWire, Thursday, July 31st, 2025
In this article, Richard Lundgren from Calabrio discussed how the modern contact centre is enhanced by AI, but also requires an element of human focus.
more → Contact Center Pipeline, Tuesday, July 29th, 2025
In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to stand apart from their competition through the customer experience (CX), drive efficiency, and improve the effectiveness of agents.
more → Analytics Insight, Thursday, July 10th, 2025
The Role of AI in Revolutionizing Customer Service Through Automation, Personalization, and Efficiency
more → Contact Center Pipeline, Wednesday, July 9th, 2025
To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) - you need to speak their language.
more → Contact Center Pipeline, Monday, July 7th, 2025
'Now Hear This' (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical staple.
more → Analytics Insight, Saturday, July 5th, 2025
Outbound call centers have always played a big role in reaching new customers.
more → Contact Center Pipeline, Thursday, July 3rd, 2025
Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it's safe to say there is no 'silver bullet' for managers that will solve every problem or keep their business ahead of fast-moving changes.
more → Contact Center Pipeline, Wednesday, July 2nd, 2025
It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn't know what month it was by the calendar, we would know by the activities shaping our people interactions and relationships.
more → Contact Center Pipeline, Thursday, June 19th, 2025
Potential impacts of the Trump Administration's cost reductions.
more → Contact Center Pipeline, Thursday, June 19th, 2025
As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience (CX) isn't going anywhere.
more → Contact Center Pipeline, Thursday, June 19th, 2025
How technology investments improved service and remote work.
more → Contact Center Pipeline, Thursday, June 19th, 2025
This article will be my final Idiom Insights submission. I have been a proud contributor to Contact Center Pipeline since 2009 and have (I believe) 136 published articles to my name.
more → Contact Center Pipeline, Wednesday, June 4th, 2025
Our June issue of Contact Center Pipeline is now available.
more → TechnologyAdvice, Tuesday, June 3rd, 2025
Call centers are often hectic and complex, making them both dynamic and challenging to manage, especially during peak times when call volumes surge or agent availability shifts.
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Contact Center Pipeline, Tuesday, May 27th, 2025
Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording.
more → Contact Center Pipeline, Wednesday, May 14th, 2025
The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers.
more → Contact Center Pipeline, Friday, May 2nd, 2025
Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer experiences, they can also make us more vulnerable as an industry.
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