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Social Customer Service... Then and Now

Social Customer Service: Lingering Issues to Overcome

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by...
4 Characteristics of Best-in-Class Contact Centers

4 Characteristics of Best-in-Class Contact Centers

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price...
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...
Social Customer Service... Then and Now

Social Customer Service… Then and Now

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of...
Regifting Contact Center Tips

Regifting for 2018

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round...
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...