As leaders of the customer experience we should encourage doing your best

Don’t Worry—Be Happy

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...
Look Beyond Post Call Surveys to Measure Customer Experience across Multiple Touchpoints

Look Beyond Surveys to Measure Customer Experience

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...
Call Center Customer Service Care Training Tip

Social Customer Care Training Tip

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from...
Call Center Outsourcing Decisions

The Outsourcing Decision

Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear just how viable this...
3 Contact Center Technology Tips for Better Assisted Self Service

3 Technology Enablers Make Assisted Service Shine

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...
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...