Contact Center Pipeline Blog

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...

Contact Center Pipeline's AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their...

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking...

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about...

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If...

Welcome to the February issue of Contact Center Pipeline. I've always thought of February as a fun month with the opportunity to show some...

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar....