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Answering the Challenges Table of Contents, September 2025FEATURE ARTICLEAnswering the ChallengesBy Brendan Read; Q&A With CCP Advisory BoardOur Advisory Board shares timely insights into key contact center issues.COACH’S CORNEROptimizing … [Continue reading] about Contact Center Pipeline Magazine September 2025
Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges. Examples include, but are not limited to: Budget pressures. Evolving customer expectations. Staffing shortages and turnover. … [Continue reading] about Answering the Challenges
Here’s a scene most of us can recall far too well. You’re on the line with customer service, stuck on hold, all because you need to speak to a live agent. Just the other day, I found myself in this exact predicament, trying to pay off my car … [Continue reading] about Optimizing Workforce Management – Part 1
Key Takeaways Enhancements in call management precision through CAD incorporation and insights into CAD merging. Significance of CAD technology in emergency response coordination and advantages of CAD incorporation for fire and EMS. … [Continue reading] about How CAD Integration Improves Dispatch Accuracy for Fire and EMS Services
As an entrepreneur in the business process outsourcing (BPO) space and someone who has spent years building mission-driven teams, I’ve seen firsthand how inclusive hiring isn’t just the right thing to do. It’s a powerful lever for contact center … [Continue reading] about Why Inclusive Hiring = Success
Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market. • Unemployment has remained remarkably low. • Hourly workers are getting harder to come by. • Historic turnover rates, … [Continue reading] about Why Learning Together is Best
Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and staff feel well trained and skilled in helping customers, according to consultant and Advisory … [Continue reading] about Rethinking Training and Coaching
For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure. And for good reason. These agents are trained to solve problems, provide support, and build … [Continue reading] about The Hidden Sales Team in Your Call Center
The unpredictability of idle time among contact center agents has always posed a challenge for workforce managers and planners. A little downtime between customer calls could be useful if it allowed agents to complete off-call tasks or even just … [Continue reading] about Making the Most of Idle Time
One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery of great customer service, but also tasks that are incredibly difficult for humans. In the context of … [Continue reading] about Using AI to Create Super Agents
