Contact Center Pipeline, Thursday, June 4th, 2026
Taking Off with the Contact Center
Volaris airline transforms customer service with digital channels and AI to handle millions of interactions efficiently.
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Call Centers — Archive
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Contact Center Pipeline, Tuesday, June 2nd, 2026
Contact Center Pipeline Magazine: Inside Our June 2026 Issue
June issue explores balancing innovation with human connection in contact centers via multimodal AI and talent strategies.
more → Contact Center Pipeline Blog, Friday, May 29th, 2026
Top 5 Posts in May
The month's most-read blog posts focus on agentic AI implementation and agent retention in contact centers.
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Contact Center Pipeline Blog, Thursday, May 28th, 2026
The Return to Voice
Customers increasingly prefer voice channels for complex, emotional, and urgent interactions despite corporate investment in digital self-service.
more → Contact Center Pipeline Blog, Wednesday, May 27th, 2026
AI Won't Save Your Contact Center
Contact centers must first eliminate unnecessary customer contacts before deploying AI and automation solutions.
more → Contact Center Pipeline Blog, Thursday, May 7th, 2026
Will AI Shrink the Contact Center?
AI should expand contact centers' strategic value rather than simply reduce headcount through automation.
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Contact Center Pipeline Blog, Tuesday, May 5th, 2026
Is The Agentic AI Journey Worth the Drive?
Expert panel discusses how agentic AI is transforming contact center routing, automation, and customer interactions.
more → Contact Center Pipeline, Monday, May 4th, 2026
Contact Center Pipeline Magazine: Inside Our May 2026 Issue
May 2026 issue explores security, compliance, and talent retention in contact centers.
more → Contact Center Pipeline Blog, Tuesday, April 28th, 2026
Is AI Contact Center-Ready?
AI is transforming contact centers from rule-based systems to intelligent, adaptive platforms that enhance customer experience and agent productivity.
more → CX Dive, Monday, April 27th, 2026
Despite The Hype, AI Is Not Replacing The Customer Service Workforce
Despite AI hype, only 20% of organizations have reduced agent headcount while 74% deployed AI use cases.
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Search Unified Communications, Thursday, April 16th, 2026
Data Sovereignty Becomes A Double-Edged Sword For UC
The growing demand for data sovereignty in UC requires a careful balancing act between the scalability of modern collaboration tools and control over security and privacy.
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Contact Center Pipeline, Thursday, April 9th, 2026
Looking Beyond The AI Hype
The contact center industry is drowning in AI promises. Every vendor claims their solution will revolutionize customer experience (CX), eliminate agent turnover, and boost satisfaction scores by 40%.
more → Contact Center Pipeline, Wednesday, April 8th, 2026
Ferrying Excellent Customer Service
Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers.
more → Search Customer Experience, Tuesday, April 7th, 2026
How Should Contact Centers Use AI Today?
Contact center AI now helps most with routine, high-volume work such as agent assist, summaries, routing and self-service, but human agents still matter in more complex situations.
more → Contact Center Pipeline, Thursday, April 2nd, 2026
Contact Center Pipeline Magazine: Inside Our April 2026 Issue
Welcome to our April issue. This issue brings together a range of perspectives and practical insights designed to help us navigate our environments with confidence.
more → destination CRM, Friday, March 27th, 2026
Should Contact Centers Build Or Buy Voice AI?
We've helped hundreds of organizations implement voice AI. A lot of them came to us after something had already gone wrong-a build that took longer than expected, a model update that wreaked havoc but they couldn't control (because it was caused by a third party), or a production issue they couldn't debug because they had no visibility into the system.
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Contact Center Pipeline, Monday, March 2nd, 2026
Contact Center Pipeline Magazine: Inside Our March 2026 Issue
I am proud of our March 2026 issue. I love seeing some of my 'old favorite' topics, which I don't think we will ever stop writing about. Topics like metrics, writing, agent experiences, retention, and turnover.
more → The Register, Friday, February 13th, 2026
AI To Make Call Center Agents 'Superheroes,' Not Unemployed, Says Industry CEO
Gartner says using AI to fix customer gripes could cost more than using humans by 2030
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CMSWIRE, Friday, February 6th, 2026
When Contact Center AI Starts Working Against Agents
AI promised relief. Instead, many agents are juggling dashboards, prompts and metrics that quietly increase stress and erode judgment.
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Contact Center Pipeline, Monday, February 2nd, 2026
Contact Center Pipeline Magazine: Inside Our February 2026 Issue
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.
more → destination CRM, Thursday, January 22nd, 2026
When AI Gets Smarter, Agents Get Burnout
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.
more → destinationCRM, Thursday, January 15th, 2026
AI In The Contact Center: Transforming Value Creation
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
The Contact Center's Most Valuable Asset
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
Answering The Challenges
Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges.
more → AITHORITY, Tuesday, January 6th, 2026
Contact Center AI Accelerates The Transformation Of Customer Service
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
Contact Center Pipeline Magazine: Inside Our January 2026 Issue
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
Contact Center Pipeline: Top 5 Posts In December
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
Why Contact Centers Can't Afford To Wait
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
The Hidden Sales Team In Your Call Center
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
Contact Center Back-End Integrations Drive Revenue Growth
By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
more → Contact Center Pipeline, Tuesday, December 2nd, 2025
Contact Center Pipeline Magazine: Inside Our December 2025 Issue
'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
Contact Center Pipeline: Top 5 Posts In November
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
How Cloud-Based Technology Is Helping Contact Centers Cut Carbon Emissions
Cloud contact centers slash carbon emissions through virtualization
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Contact Center Pipeline, Monday, November 10th, 2025
AI Is Coming To Your Contact Center
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
Will AI Replace Call Centers Completely?
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
Contact Center Pipeline Magazine: Inside Our November 2025 Issue
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
Meeting Digital-First Customer Expectations
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
Can IT Finally Save Customer Service?
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
The Case For Voice IVR
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
Contact Center Pipeline Magazine: Inside Our October 2025 Issue
It is finally here.Customer Service Week arrives next week. Enjoy your celebrations. I
more → Contact Center Pipeline: , Thursday, October 2nd, 2025
Contact Center Pipeline: Top 5 Posts In September
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
The Journey To The New World Of AI
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
Contact Centres Enter A New Era With AI-Powered Workforce Intelligence
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
Why Contact Centers Must Embrace Enterprise Browsers
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
How Cloud-Native Technologies Are Revolutionizing Contact Centers
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
Contact Center Pipeline Magazine: Inside Our September 2025 Issue
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
Why Cloud-Native Contact Centers Are Winning the Customer Loyalty Battle
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
Is Evil Contacting Your Contact Center?
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
Evolution Of The Contact Center
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
Ready For The Next Disaster?
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.
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