Social Customer Service... Then and Now

Contact Center Pipeline Magazine: Inside Our December 2017 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

This month, it was all about the human element in the contact center. Our five most-read blog posts in November focused on people-centric topics...
Balancing Skills-based Routing in the Contact Center

The SBR Balancing Act

Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in...
Improve the customer experience with more effective contact center routing

It’s Time to Tune Up Contact Routing

Contact center leaders often express dissatisfaction with their current technology. They think that if they’d just implement some new technology, they’d be primed to...

Wishing All of Our Readers a Happy Thanksgiving!

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...
The Value of Executive Management in Customer Service

The Value of Executive Management in Customer Service

As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is...
PACE ASSOCIATION: Changing with the Times

PACE: Changing with the Times

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact...
New Age Leaders in the Contact Center

Growing Leaders: The New Age of Mentoring

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching...
Call-Center-Inside-View-Feature

Inside View: TeleTech Learning and Performance

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Thankful for Your Customer Feedback Tool?

With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via...
Tips to improve attitude of your Contact Center Staff

Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch...
Growing Leaders: A New Approach to Learning & Development in the Contact Center

Growing Leaders: A New Approach to Learning & Development

Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being...