Contact Center Pipeline Blog

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition,...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and...

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on...

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...

When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps...

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...

Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to...

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting...

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to...

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...

The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom...

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...

It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R...

In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second...