Home Tags Contact center

contact center

Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Don't Equate Silence with Satisfaction

Don’t Equate Silence with Satisfaction

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
Complacency in the Contact Center Danger Zone

Complacency: Danger in the Comfort Zone

I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.”...
Contact Center Trends - LoT enabled service strategies

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is...
Attributes of an Effective Modern UC Headset

Attributes of an Effective Modern UC Headset

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed...
Call-Center-Inside-View-Feature

Inside View: Kristine Hartkopf, Freeman

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can...
Contact Center Trends - Employee Engagement

Hot Trends Impacting Contact Centers: Employee Engagement

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in...
5 Hot Contact Center Trends

Contact Center Pipeline Magazine: Inside Our August 2017 Issue

It’s summer time here in Annapolis, Maryland. The pool waters are warm and the sun is hot. That means it’s a great time to...
Coaching Your Call Center Agents

Coaching? Don’t Make Your Agents Defend Stupidity

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...
Engaging the C-Wing

How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
Balancing the Contact Center Brain

Differentiator Series, Part 4: Nailing Priorities

We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous...