Contact Center Pipeline Blog

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young...

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company:...

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first...

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today...

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...

Contact Center Pipeline's AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their...

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking...

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about...

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If...

Welcome to the February issue of Contact Center Pipeline. I've always thought of February as a fun month with the opportunity to show some...

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar....

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Customer Contact Strategies CEO/Founder: Michele Rowan When founded: 2009 Describe your company: We help companies design/expand their work-at-home programs for contact centers via custom...

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...