Standard contact center metrics and key performance indicators (KPIs) help businesses track and measure the success of their customer experience (CX), particularly as it...

In the past, a contact center agent could be reasonably secure in knowing who was at the other end of the line. And if...

Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to...

Every second counts in emergency response. And public expectations for emergency services have evolved dramatically. Today’s citizens expect emergency services to match their modern...

There is an unavoidable new dynamic unfolding in the contact center space that promises to upend every norm governing operational efficiency, agent performance, and...

In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited—and the thinking...

“The 2025 US Contact Center Decision-Makers’ Guide” is based on a survey of 192 U.S. organizations and 1,000+ U.S. customers. This is the 17th...

Face it, employers. No matter how many pizza parties you throw, inspirational speeches you give, and flexible work schedules you offer, a good share...

April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California...

Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers. The contact...

Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience (CX) Net Promoter Scores. Certainly, part of that will...

The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...

Our August issue of Contact Center Pipeline is now available. Articles this month include a Case Study—How CaduceusHealth balanced costs and quality, latest research...

Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...

Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently...

In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to...

Working from home (WFH) came into its own five years ago last spring when the COVID-19 pandemic struck. But contact centers were using WFH...

The hiring process in contact centers has always been challenging, and recent shifts in the labor market have introduced new obstacles. In fact, the...

Over the years I have had the unique (and sometimes eyebrow-raising) experience of serving as an expert witness in multiple legal cases involving Contact...

Contact centers are facing a talent crisis. Declining populations, shrinking workforce participation, and a widening skills gap aren’t just challenges; they foreshadow a looming...

Sarah, an operations director at a Phoenix-Ariz.-area healthcare contact center, used to focus on KPIs and coaching her team. Now, she stares at empty...

Cold calling has long been a cornerstone of sales, which, in turn, is the foundation of the customer experience (CX), demanding persistence, adaptability, and...

The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...

To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language....

“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical...

Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is...

It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn’t know what month it was by the calendar,...

All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping...