Verint CX Automation
Leaders, Are You Ready for the Future of Work?

Leaders, Are You Ready for the Future of Work?

Congratulations to Contact Center Pipeline for 15 years of serving our industry! Wow! Fifteen years of providing insights, resources, and thought leadership to the Contact Center community! With many people keeping their eyes on Artificial...
How Did You Get Here?

How Did You Get Here?

I have had the privilege to know Linda Harden, publisher of Contact Center Pipeline, for over three decades, since her ICMI days. I have observed her passion for this industry, and it runs long...
A Second Chance

A Second Chance

I had the pleasure of writing a monthly article for Contact Center Pipeline for around nine years, beginning with the very first issue. And despite the fact that a deadline always seemed to be...
Contact Center Vital Signs

Contact Center Vital Signs

Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do so within what is often challenging financial constraints. You rock! As...
Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing

Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating their cultures, how they hire and manage, and how they...
Contact Center Leadership

Contact Center Leadership

Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was located in Elk Grove Village, Illinois. I find it fitting...
Take Charge...

Take Charge…

Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton Mifflin, p. 144.) Now more than ever, Contact Center leaders...
The Best Defense is a Good Offense

The Best Defense is a Good Offense

“The best offense is a good defense, but a bad defense is offensive.” —Gene Wolfe, American Science Fiction Writer "The best defense is a good offense" is an idiom that has been applied to many...
It All Starts with the Why!

It All Starts with the Why!

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to WFH, how to best lead our agents with compassion, and...
The Future of Work is HUMAN!

The Future of Work is HUMAN!

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and...
Go Ahead…Try Something New!

Go Ahead…Try Something New!

The expression “go ahead” is often stated as “go ahead with,” as in “Are you going ahead with the recommendations?” The term dates from the mid-1600s and gave rise to “give the go ahead”,...
Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers?

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random...
Adaptability: The Skill to Thrive in Changing Times

Adaptability: The Skill to Thrive in Changing Times

First in a three-part series on adaptability and adaptive leadership. (Part 1 of 3) The world is changing at a very rapid pace. Societal demands, and workplace and family demands are also evolving. With all...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...
Getting Buy-In for Change

Getting Buy-In for Change

Often it can be quite challenging getting buy-in from your team when you need to introduce new coaching methods, processes, and call guides. Or just about anything else that’s New. Why? Because most people don’t...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Gordon authored the Essentials Skills and Knowledge course, which...
How to Make Gradual Changes

How to Make Gradual Changes

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some call centers were welcoming of my ideas. And some others...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and too often a frustrating experience. Inadequate online self-help, limited interaction...
Contact Center Pipeline Blog