Why AI Readiness Should Be a 2025 Priority
The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With...
Docking Contact Centers in Turbulent Seas
Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including...
Is CX Improving? Or Declining?
Forrester Research’s most recent annual Customer Experience Index (CX Index™) rankings revealed several disturbing trends about the customer experience (CX).
“US consumer perceptions of...
Getting Past the AI Hype
Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that...
The Irony of CX … Vision or Hallucination?
Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...
Contact Center Pipeline Magazine: Inside Our May 2025 Issue
Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer...
Sun Tzu and the Art of Contact Center Planning
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought.
To paraphrase...
Top 5 Posts in April
This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention.
Next, Rick shares his three-part series...
Navigating Workplace Conflicts
Workplaces vary dramatically, and the disputes that arise on a construction site are different from those in a surgical center or in a faculty...
[RESEARCH] What Do U.S. Customers Really Want From a Contact Center Interaction?
“The US Customer Experience Decision-Makers’ Guide (2024-25)” is based on a survey of hundreds of US organizations and 1,000+ US customers. This is the...
Gazing at the Staffing Crystal Ball
When there are critical matters at hand - in this case ensuring the right numbers of quality contact center agents in order to retain...
Beyond the Paycheck
Today’s job market favors candidates, with more job openings than people to fill them. For contact center leaders, this presents an additional challenge: dedicated...
Blueprint for a Contact Center Annual Report
You may consider this a novel idea ... but it is time for Contact Center leaders to take a stand and behave as if...
How To Attract and Keep Productive Agents
A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation.
New employees (agents) appear more...
Ensuring Quality in Anxious Times
These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs....
How to Transcend Customer Expectations
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...
How to Clearly Hear Your Customers and Agents
Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...
Using Decision Intelligence to Make Better, More Informed Decisions
It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...
Contact Center Pipeline Magazine: Inside Our April 2025 Issue
These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates,...
How to Properly Serve Your Customers
Is your center providing your customers with the same service you and your staff expect when they contact someone else?
How do you go about...
Top 5 Posts in March
Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...
Solving the CX Calculation Discrepancy – Part 3
Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...
Solving the CX Calculation Discrepancy – Part 2
Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...
Solving the CX Calculation Discrepancy – Part 1
“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!”
It was a Monday morning during the summer of 1997...
From Efficiency To CX
Overhead projectors. Pagers. One-line red LED tickers.
These were the early ways we shared our call center statistics.
It is incredible how much the contact center...
Elevate Your Contact Center to an Operational Powerhouse…
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business,...
Dissatisfied Customers, Unsatisfactory Responses?
Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array...
Augmenting The Workforce
Across the board, workforce participation remains below pre-COVID-19 pandemic levels. According to the U.S. Chamber of Commerce, 1.7 million Americans are missing from the...
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