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Professionals Blog Top 5 Inside The Issue Magazine About Search Sign in Welcome! Log into your account your username your password Forgot your password? Get help Privacy Policy Password recovery Recover your password your email A password will be e-mailed to you. Contact Center Pipeline Blog Blog Top 5 Inside The Issue Magazine About Raise Your Voice! Pipeline Guest Post - May 14, 2024 Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data... The Future of QA in Contact Centers Pipeline Guest Post - May 9, 2024 We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for... Seeing a Better CX Pipeline Guest Post - May 8, 2024 Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely... Managing the Data Brendan Read - May 7, 2024 If customer interactions are the lifeblood of organizations, pumped through their customer engagement hearts, whose muscles are live agents and automated applications, then data... Contact Center Pipeline Magazine: Inside Our May 2024 Issue Linda Harden - May 2, 2024 Welcome to our May issue. Many of the articles this month focus on security and fraud issues in our centers. Take a look at... The Indispensable Role of Accurate Data Pipeline Guest Post - May 1, 2024 In an era characterized by rapid digital transformation and staffing shortages, the importance of data entry and accuracy has become a central pillar in... April Pipeline Puzzle ANSWERS: Rehumanize Yourself Tiffany LaReau - Apr 30, 2024 Top 5 Posts in April Linda Harden - Apr 30, 2024 Starting off our Top 5 Blog Posts in April, in honor of CCP’s 15th Anniversary, Verint reflects on the evolution in customer interaction over... April Pipeline Puzzle: Rehumanize Yourself Tiffany LaReau - Apr 29, 2024 Tune in tomorrow for the answers! Demystifying AI Pipeline Guest Post - Apr 26, 2024 In my last article, Connecting the Machine and Human” (March 2022 Contact Center Pipeline) I explored the concept of machine learning and its application... Building Connections with Edgy Customers Brendan Read - Apr 25, 2024 Today’s consumer customers are edgy, impatient, and anxious. Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear... Transforming the Retail CX Pipeline Guest Post - Apr 24, 2024 Since its release in late 2022, OpenAI’s ChatGPT has undeniably gained prominence, making waves across various industries, including the ever-evolving retail/eCommerce sector. The impact... Keeping Retail on the Road Brendan Read - Apr 23, 2024 Retail is where customer service rubber meets the road: literally for in-person shopping but also in eCommerce, and yes in the now-commonplace delivery of... Hungry for Praise Kathleen Peterson - Apr 19, 2024 I have long admired Rodney Crowell, the songwriter behind Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this... Voicing Excellent CX Pipeline Guest Post - Apr 18, 2024 As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer... Time to Take Contact Centers to the Next CX Level Pipeline Guest Post - Apr 17, 2024 Fully embracing an omnichannel contact center will fulfill the promise of delivering a customer experience (CX) in sync with modern culture. The evolution from call... Using Data to Improve Performance Mark Pereira - Apr 16, 2024 Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home... Why Bring SEO and First-Party Data Together? Pipeline Guest Post - Apr 12, 2024 The convergence of search engine optimization (SEO) and first-party data has emerged as a powerful strategy to enhance customer experiences (CXs). By combining insights... 4 Strategies to Grow a Knowledge Sharing Culture Pipeline Guest Post - Apr 11, 2024 The drive to help people help themselves is inherent to knowledge sharing. There’s business value in operationalizing knowledge management (KM), sure, in supplying timely... What Is The New Normal? Brendan Read - Apr 10, 2024 The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees... Correct the Tech Pipeline Guest Post - Apr 9, 2024 Companies cannot afford to pay for glitchy, underperforming communication systems and implementation delays that bring direct, immediate costs in wasted time, lower productivity, and... Reimagining the Contact Center Pipeline Guest Post - Apr 5, 2024 The last 10 years have revolutionized the way we do everything. Innovative brands from Tesla to Amazon have leveraged technology to create new realities... Making the Modern Contact Center Pipeline Guest Post - Apr 4, 2024 The market shift to a cloud-based contact center, also known as contact center-as-a-service (CCaaS), is still growing even with a post COVID-19 pandemic economic... Loyalty Starts with Strong CX Pipeline Guest Post - Apr 3, 2024 Although inflation has shown signs of slowing down, consumers are still making careful purchasing decisions. And, as we go into 2024, these trends are... Contact Center Pipeline Magazine: Inside Our April 2024 Issue Linda Harden - Apr 2, 2024 As I sit here reviewing the April issue prior to publication, I marvel at all the external factors affecting our centers today. Since the... Top 5 Posts in March Linda Harden - Mar 29, 2024 At the top of our most read blog posts in March is Leslie’s insightful article on how to incorporate checking applicants’ writing skills (a... Reflections From the Front Line Pipeline Guest Post - Mar 28, 2024 In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution.... Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Pipeline Guest Post - Mar 27, 2024 The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become... 1 2 3 ... 56 Page 1 of 56 CURRENT ISSUE: MAY 2024 MITIGATING FRAUD RISKS View Issue SUBSCRIBE OUR AUTHORS Brendan Read 58 POSTS 0 COMMENTS https://www.contactcenterpipeline.com Brian Hinton 10 POSTS 0 COMMENTS http://www.strategiccontact.com Chris Bauserman 16 POSTS 0 COMMENTS https://www.niceincontact.com/ Dan Rickwalder 8 POSTS 0 COMMENTS http://www.proactiveplanning.net Dick Bucci 12 POSTS 0 COMMENTS https://pelorusreports.com/ Eric Berg 19 POSTS 0 COMMENTS https://www.ccproconsulting.com Erica Marois 3 POSTS 0 COMMENTS https://www.8x8.com Jay Minnucci 67 POSTS 0 COMMENTS http://www.serviceagility.com/ Kathleen Peterson 98 POSTS 0 COMMENTS http://www.powerhouse1.com Leslie O’Flahavan 12 POSTS 0 COMMENTS http://www.ewriteonline.com Linda Harden 168 POSTS 0 COMMENTS https://blog.contactcenterpipeline.com Lori Bocklund 62 POSTS 0 COMMENTS http://www.strategiccontact.com Mark Brody 6 POSTS 0 COMMENTS https://brohawksolutions.com Mark Pereira 27 POSTS 0 COMMENTS Michele Rowan 11 POSTS 0 COMMENTS https://www.wfhalliance.com/ Mike Aoki 35 POSTS 0 COMMENTS http://www.reflectivekeynotes.com/ Mike Dershowitz 11 POSTS 0 COMMENTS https://www.fairtradeoutsourcing.com Nate Brown 5 POSTS 0 COMMENTS https://www.cxaccelerator.com Paul Stockford 30 POSTS 0 COMMENTS Sangeeta Bhatnagar 14 POSTS 0 COMMENTS https://www.sbglobal.ca/ Scott Bakken 6 POSTS 0 COMMENTS https://maintrax.com Susan Hash 316 POSTS 0 COMMENTS https://www.contactcenterpipeline.com/ Tiffany LaReau 46 POSTS 0 COMMENTS http://www.humannumbers.com FROM OUR ADVERTISERS Calabrio Why Customer Analytics Are Key to Unlocking Customer Experience The contact center is uniquely positioned to provide customer insight...