Survey Top Call Center Challenges and Priorities for 2016

Top Challenges & Priorities for 2016

I recently came across some notes that I took at a conference session on contact center management challenges. The attendees had been polled in...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.video

Executive Talk: Michael Pace, Pace of Service

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...
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Inside View: HomeServe USA

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
4 Tactics to Drive Companywide Process Excellence

4 Tactics to Drive Companywide Process Excellence

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can...
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Executive Talk: JoAnn Morency, NECCF and Commerce Bank

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...
Key Metrics to Include in Your Call Center Omnichannel Strategy

What You Need to Know About Omnichannel

In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to...
Video Interview with Kristi Holcombe, Director of Workforce Management, Travelersvideo

Executive Talk: Kristi Holcombe, Travelers

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...
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Top 5 Posts in September

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...
Contact Center Leaders Creating Actionable Knowledge

Creating Actionable Knowledge

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take...
First Steps on the Contact Center Omnichannel Journey

Omnichannel Strategy: Start with the Right Internal Resources

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...
Video Interview with Mark Kantor, Operations Support Team Lead at Legovideo

Executive Talk: Mark Kantor, Lego

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of...

Celebrate National Customer Service Week

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....