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Latest posts
Last updated about 18 hours ago
Why Recession Planning Should Start in the Contact Center
about 19 hours ago
Recent developments — including a new wave of tariffs on goods from...
Charging Back at Chargebacks
2 days ago
Chargebacks, where merchants must electronically return funds to customers for successfully disputed...
AI Agents and Human Agents – Better Together?
7 days ago
AI is well on its way to transforming the contact center, but...
The Case for Voice IVR
8 days ago
I’m from Ireland. And growing up there, I remember many great times...
Making Connections Amidst Disruption
9 days ago
We appear to be in “the Age of Disruption”: in society, commerce...
Rethinking Outbound
14 days ago
The relentless surge of robocalls has inundated Americans to the point of...
Tapping the Power of Culture – Part 2
15 days ago
Understanding and adapting to the cultures of customers is essential to providing...
Tapping the Power of Culture – Part 1
16 days ago
It was a typical afternoon shift at the call center when my...
Contact Center Pipeline Magazine: Inside Our October 2025 Issue
21 days ago
It is finally here…Customer Service Week arrives next week. Enjoy your celebrations...
Are You Ready for Bots to Call?
22 days ago
Tech giants like OpenAI, Google, and Microsoft are racing to give their...
Top 5 Posts in September
23 days ago
Starting off our top 5 blog posts in September, Chris shows us...
How To Avoid Repeats…Repeats…
28 days ago
If there’s anything a customer hates, it’s when a company disrespects their...