Contact Center Pipeline Blog

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a...

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...

In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of...

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for...

In today’s world of social media, digital self-service, chatbots and AI, your frontline customer care agents are the voice of your brand and your...

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service...

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...

Access initiatives are taking place in a very high percentage of emerging healthcare “systems.” I don’t know about your neighborhood but where I roam...