www.contactcenterpipeline.com
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Submitted URL: http://contactcenterpipeline.com/
Effective URL: https://www.contactcenterpipeline.com/
Submission: On June 16 via manual from SG — Scanned from SG
Effective URL: https://www.contactcenterpipeline.com/
Submission: On June 16 via manual from SG — Scanned from SG
Form analysis 1 forms found in the DOM
POST /
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<input type="hidden" name="__VIEWSTATE" id="__VIEWSTATE"
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WORKING WITH CONSULTANTS
How to maximize the benefits of their counsel and services.
SHOE-LEATHER REPORTING WRITE A REPORT WORTH READING!
CUSTOMER SERVICE AWAKENED THE MINDSET OF A SERVANT CHALLENGER.
CAPITALIZE ON THESE RETAIL CX STRATEGIES HOW CONTACT CENTERS CAN MEET (AND
EXCEED) CUSTOMER EXPECTATIONS.
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NAVIGATING THE TRAINING MAZE HOW TO STEER AROUND THE CHALLENGES OF BUILDING A
RESILIENT TEAM.
THE CONTACT CENTER HEROES WITHOUT CAPES HOW WORKING EFFECTIVELY WITH CONSULTANTS
CAN HELP DRIVE SUCCESS.
ASKING THE RIGHT QUESTIONS KNOWING HOW WILL HELP TO EXCEL AT CUSTOMER
INTERACTIONS.
TAILORING GENERATIVE AI FOR THE CONTACT CENTER WHY A VERTICAL-SPECIFIC SOLUTION
IS THE BEST CHOICE.
NO TURNING BACK ON AI AI IS NOW ESSENTIAL FOR GREAT CX.
WHY SOFTWARE QA IS GOOD FOR BUSINESS (TO BUSINESS) DELIVERING EXCELLENT B2B CX
DEPENDS ON OPTIMALLY-FUNCTIONING SOLUTIONS.
PLEASE DON’T PUT ME ON HOLD YOUR CUSTOMERS ARE NOT HAPPY WAITING WHILE YOU LOG
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Operations
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WORKING WITH CONSULTANTS HOW TO MAXIMIZE THE BENEFITS OF THEIR COUNSEL AND
SERVICES.
SHOE-LEATHER REPORTING WRITE A REPORT WORTH READING!
ASKING THE RIGHT QUESTIONS KNOWING HOW WILL HELP TO EXCEL AT CUSTOMER
INTERACTIONS.
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WHY SOFTWARE QA IS GOOD FOR BUSINESS (TO BUSINESS) DELIVERING EXCELLENT B2B CX
DEPENDS ON OPTIMALLY-FUNCTIONING SOLUTIONS.
ASSESSING THE POTENTIAL OF FRACTIONAL CONSULTING HOW THIS PRACTICE CAN MAXIMIZE
CONTACT CENTER EFFICIENCY.
CAN CONTACT CENTERS MITIGATE FRAUD RISKS? FRAUD IS RAMPANT, BUT STEPS CAN BE
TAKEN TO THWART THREATS.
CAN VOICE AUTHENTICATION HELP OVERWHELMED AGENTS? EXPERIENCE WITH IT SAYS YES.
SPEAKING TO BUY UNDERSTANDING THE IMPACT OF VOICE COMMERCE ON CUSTOMER SHOPPING
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THEMSELVES.
UNPACKING THE RECENT FCC RULINGS HOW THESE DECISIONS WILL AFFECT CONTACT
CENTERS.
DONNING THE DIGITAL ARMOR HERE’S HOW CONTACT CENTERS CAN THWART AND MITIGATE
ATTACKS.
WHERE TO CALL AND CONTACT? THE NEW NORMAL, LIKE WFH, HAS SHAKEN UP CONTACT
CENTER SITE SELECTION STRATEGIES.
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CENTER SUCCESS.
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People
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WORKING WITH CONSULTANTS HOW TO MAXIMIZE THE BENEFITS OF THEIR COUNSEL AND
SERVICES.
SHOE-LEATHER REPORTING WRITE A REPORT WORTH READING!
ASKING THE RIGHT QUESTIONS KNOWING HOW WILL HELP TO EXCEL AT CUSTOMER
INTERACTIONS.
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NAVIGATING THE TRAINING MAZE HOW TO STEER AROUND THE CHALLENGES OF BUILDING A
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DISRUPTION AHEAD FOR THE CONTACT CENTER WORKFORCE – PART 2 DECLINING LABOR
SUPPLY POSES CHALLENGES AND HOW TO OFFSET THEM.
STRATEGIES FOR MANAGING REMOTE CALL CENTER TEAMS – PART 2 HOW TO HANDLE
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DONNING THE DIGITAL ARMOR HERE’S HOW CONTACT CENTERS CAN THWART AND MITIGATE
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--------------------------------------------------------------------------------
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WORKING WITH CONSULTANTS HOW TO MAXIMIZE THE BENEFITS OF THEIR COUNSEL AND
SERVICES.
SHOE-LEATHER REPORTING WRITE A REPORT WORTH READING!
CUSTOMER SERVICE AWAKENED THE MINDSET OF A SERVANT CHALLENGER.
--------------------------------------------------------------------------------
CAPITALIZE ON THESE RETAIL CX STRATEGIES HOW CONTACT CENTERS CAN MEET (AND
EXCEED) CUSTOMER EXPECTATIONS.
NAVIGATING THE TRAINING MAZE HOW TO STEER AROUND THE CHALLENGES OF BUILDING A
RESILIENT TEAM.
THE CONTACT CENTER HEROES WITHOUT CAPES HOW WORKING EFFECTIVELY WITH CONSULTANTS
CAN HELP DRIVE SUCCESS.
ASKING THE RIGHT QUESTIONS KNOWING HOW WILL HELP TO EXCEL AT CUSTOMER
INTERACTIONS.
NO TURNING BACK ON AI AI IS NOW ESSENTIAL FOR GREAT CX.
PLEASE DON’T PUT ME ON HOLD YOUR CUSTOMERS ARE NOT HAPPY WAITING WHILE YOU LOG
IN.
ASSESSING THE POTENTIAL OF FRACTIONAL CONSULTING HOW THIS PRACTICE CAN MAXIMIZE
CONTACT CENTER EFFICIENCY.
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TAKEN TO THWART THREATS.
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OF UNDERESTIMATING AND UNDER PROVISIONING THE CONTACT CENTER.
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SUPPLY POSES CHALLENGES AND HOW TO OFFSET THEM.
OPENING THE DOOR TO BUSINESS CONTINUITY (AND SUCCESS) SECURE ARCHIVING BOTH
PROTECTS AND ENABLES THE READY RETRIEVAL OF CRITICAL DATA.
--------------------------------------------------------------------------------
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Technology
+VIEW ALL
TAILORING GENERATIVE AI FOR THE CONTACT CENTER WHY A VERTICAL-SPECIFIC SOLUTION
IS THE BEST CHOICE.
NO TURNING BACK ON AI AI IS NOW ESSENTIAL FOR GREAT CX.
PLEASE DON’T PUT ME ON HOLD YOUR CUSTOMERS ARE NOT HAPPY WAITING WHILE YOU LOG
IN.
--------------------------------------------------------------------------------
STRATEGIES FOR MANAGING REMOTE CALL CENTER TEAMS – PART 2 HOW TO HANDLE
CHALLENGES OF AGENTS WORKING FROM HOME.
CAN VOICE AUTHENTICATION HELP OVERWHELMED AGENTS? EXPERIENCE WITH IT SAYS YES.
IS YOUR CX THRIVING IN THE AGE OF DEEPFAKES? THE KEY TO CX LIES IN POSITIVE AND
SECURE MICRO-EXPERIENCES.
OPENING THE DOOR TO BUSINESS CONTINUITY (AND SUCCESS) SECURE ARCHIVING BOTH
PROTECTS AND ENABLES THE READY RETRIEVAL OF CRITICAL DATA.
PROCESSING PAYMENT TRENDS AND CHALLENGES WHAT ARE THE SEAMLESS SOLUTIONS FOR
CONTACT CENTERS?
SPEAKING TO BUY UNDERSTANDING THE IMPACT OF VOICE COMMERCE ON CUSTOMER SHOPPING
ENGAGEMENTS.
THE EVOLVING VOICE SECURITY THREATS AND HOW CONTACT CENTERS CAN DEFEND
THEMSELVES.
WHERE TO CALL AND CONTACT? THE NEW NORMAL, LIKE WFH, HAS SHAKEN UP CONTACT
CENTER SITE SELECTION STRATEGIES.
REINVENTING WORKPLACE CONNECTIONS HOW TO NURTURE FRIENDSHIPS IN THE REMOTE
CONTACT CENTER ERA.
BANKING ON DIGITAL TRANSFORMATION HOW FINANCIAL SERVICES CAN USE TOOLS LIKE
CONVERSATIONAL AI AND AGENT ASSIST AI.
BACK TO THE FUTURE CHANGE IS THE ONLY CONSTANT.
CONTACT CENTERS YESTERDAY, TODAY, TOMORROW.
WHY YOU NEED AN AI COMPETENCY CENTER COMPANIES NEED A MEANS TO MAXIMIZE AI
BENEFITS AND MANAGE CHALLENGES.
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White Papers
+VIEW ALL
WISEROWL HELPS GLOBAL EYEWEAR CONTACT CENTER SAVE MILLIONS A SPONSORED CASE
STUDY BY WISEROWL
AN EXECUTIVE INTERVIEW WITH DENIS FRANCOEUR, UPLAND SOFTWARE A SPONSORED ARTICLE
BY UPLAND SOFTWARE
PUTTING EMPLOYEE EXPERIENCE AT THE CENTER OF DIGITAL TRANSFORMATION
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UPSKILLING CONTACT CENTER AGENTS WITH SIMULATION TRAINING A SPONSORED ARTICLE BY
ZENARATE
AN EXECUTIVE INTERVIEW WITH KUSTOMER. A SPONSORED ARTICLE BY KUSTOMER
THE WAY CUSTOMERS COMMUNICATE WITH BRANDS IS CHANGING A SPONSORED ARTICLE BY
KUSTOMER
IS COST OF PERFORMANCE THE UNDISCOVERED X FACTOR? A Q&A WITH WISEROWL FOUNDER,
ROBERT BRADSHAW
IS YOUR CONTACT CENTER THRIVING IN THE “NEW NORMAL”? A SPONSORED ARTICLE BY
VERINT
BUILDING A HUMAN EXPERIENCE IN THE CONTACT CENTER A SPONSORED ARTICLE BY SLALOM
EXECUTIVE INTERVIEW WITH LUMENVOX FOUNDER & CEO EDWARD MILLER A SPONSORED
ARTICLE BY LUMENVOX
CUSTOMER EXPERIENCE PERFECTION IS EASY TO ACHIEVE A SPONSORED ARTICLE BY BCI
MANAGING MODERN CUSTOMER EXPECTATIONS WITH AI A SPONSORED ARTICLE BY COGNIGY
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Research
+VIEW ALL
CAN CONTACT CENTERS MITIGATE FRAUD RISKS? FRAUD IS RAMPANT, BUT STEPS CAN BE
TAKEN TO THWART THREATS.
WORK FROM HOME SURVEY RESULTS MONITORING THE CURRENT TRENDS OF REMOTE WORK
PROGRAMS.
2022 CHALLENGES AND PRIORITIES SURVEY: A TRIPLE WHAMMY OF CHALLENGES! TROUBLE
HIRING? WORKLOAD INCREASING? HIGH ATTRITION? YOU ARE NOT ALONE!
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WHAT IS YOUR CUSTOMER-CENTRIC DNA? KEY FINDINGS FROM THE 2020 NORTH AMERICAN
STUDY ON CUSTOMER CENTRICITY.
CONTACT CENTER CHALLENGES AND PRIORITIES FOR 2021: A YEAR LIKE NO OTHER FINDINGS
FROM OUR SIXTH ANNUAL SURVEY REVEAL THE NEED FOR AGILITY GOING FORWARD.
SURVEYS HIGHLIGHT CONTACT CENTER OPPORTUNITIES INSIGHTS ON RESILIENCY,
OPERATIONS, TECHNOLOGY AND METRICS HIGHLIGHT WHERE WE GO FROM HERE.
CONTACT CENTER CHALLENGES & PRIORITIES FOR 2020: THE YEAR OF THE AGENT FINDINGS
FROM OUR FIFTH ANNUAL SURVEY REVEAL A STRONG FOCUS ON THE AGENT EXPERIENCE.
SPECIAL REPORT: FACTORS LEADING TO AN IMPACTFUL VOICE OF THE CUSTOMER PROCESS
FINDINGS FROM THE 2019 VOICE OF THE CUSTOMER SURVEY.
THE FUTURE OF THE CONTACT CENTER: OPTIMISM WITH A DOSE OF CAUTION THE RESULTS
FROM OUR RECENT SURVEY REVEAL ENTHUSIASM FOR EMPLOYEE AND CUSTOMER IMPACTS, BUT
TEMPERED EXPECTATIONS...
CONTACT CENTER CHALLENGES & PRIORITIES FOR 2019 FINDINGS FROM OUR RECENT CONTACT
CENTER CHALLENGES & PRIORITIES SURVEY REVEAL NOTICEABLE MOVEMENT IN CURRENT...
2018 CONTACT CENTER TECHNOLOGY SURVEY REVEALS CRITICAL NEEDS FEATURES/FUNCTIONS,
OBSOLESCENCE AND RELIABILITY DRIVE INVESTMENT.
CONTACT CENTER CHALLENGES & PRIORITIES FOR 2018 THE SURVEY RESULTS ARE OUT! LET
2018 BE THE YEAR TO RAISE THE CONTACT CENTER’S PROFILE!
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Remote Work
+VIEW ALL
HIRING WORK-AT-HOME AGENTS AFTER THE CORONAVIRUS CRISIS: WHAT’S NEXT IN THE RACE
TO RESTAFF, LEVERAGE TECHNOLOGY TO SHORTEN THE HIRING PERIOD WITHOUT SACRIFICING
QUALITY OF HIRE.
FILLING THE PERFORMANCE GAPS COACHING, TRAINING, EMPOWERMENT, AND AI-DRIVEN
SOLUTIONS CAN HELP RETAIN STAFF AND IMPROVE THE CONTACT CENTER.
A NEW ERA CALLS FOR A NEW LEVEL OF RESILIENCY IT’S TIME FOR A MORE COMPREHENSIVE
PLAN THAT EXTENDS BEYOND TRADITIONAL BC/DR.
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WHY SOFTWARE QA IS GOOD FOR BUSINESS (TO BUSINESS) DELIVERING EXCELLENT B2B CX
DEPENDS ON OPTIMALLY-FUNCTIONING SOLUTIONS.
DISRUPTION AHEAD FOR THE CONTACT CENTER WORKFORCE – PART 2 DECLINING LABOR
SUPPLY POSES CHALLENGES AND HOW TO OFFSET THEM.
STRATEGIES FOR MANAGING REMOTE CALL CENTER TEAMS – PART 2 HOW TO HANDLE
CHALLENGES OF AGENTS WORKING FROM HOME.
CAN VOICE AUTHENTICATION HELP OVERWHELMED AGENTS? EXPERIENCE WITH IT SAYS YES.
WHERE TO CALL AND CONTACT? THE NEW NORMAL, LIKE WFH, HAS SHAKEN UP CONTACT
CENTER SITE SELECTION STRATEGIES.
CONNECTING WITH REMOTE COLLEAGUES: IN WRITING EMAIL HAS ITS FLAWS, SO HERE’S HOW
TO MAKE THE BEST OF IT.
STRATEGIES FOR MANAGING REMOTE CALL CENTER TEAMS – PART 1 HOW TO HANDLE
CHALLENGES OF AGENTS WORKING FROM HOME.
REINVENTING WORKPLACE CONNECTIONS HOW TO NURTURE FRIENDSHIPS IN THE REMOTE
CONTACT CENTER ERA.
GUIDING CUSTOMERS ON THEIR JOURNEYS HOW AI CAN ASSIST AGENTS ASSIST CUSTOMERS.
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