Contact Center Pipeline Blog

We start off this month’s most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services for the Province of British Columbia, in Canada. Next, we shift gears as Kathryn imparts the importance of an effective onboarding strategy and how to structure yours for success. Then, Jim […]

Every contact center leader knows the obvious pain points customers complain about: long wait times, being passed between multiple agents, and unresolved issues. Less visible, however, are the hidden pain points that are causing the most disruption and inefficiencies while silently eroding loyalty. In an increasingly competitive and challenging market, where switching is effortl...

AI has been dominating the contact center conversation (as seen by the articles in our publication): and for good reason. The technology’s integration of vast data processing power with human-like learning, reasoning, and decision-making abilities, has given it considerable value. AI’s attributes have the potential, now being gradually realized, to bolster organizations’ bottom ...

There has been much coverage, and many blogs, posts, and press releases, about how AI will increase employee productivity, improve customer experience (CX), and at the same time reduce costs. It also includes how workforce dynamics and future hiring practices may evolve. But what do the industry professionals who manage contact center workforces think about […]

Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back. With AI driving a major increase in user-generated content and enabling more sophisticated fraud tactics, building and maintaining customer trust is increasingly challenging. A single phishing scam, a chatbot that gives biased […]