Contact Center Pipeline Blog

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or...

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the...

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example,...

We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos...

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review...

One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of...

Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting...

Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in...

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...