Contact Center Pipeline Blog

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to...

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know...

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to...

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a...

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an...

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power...

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one...

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long....

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer...

Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year!

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have...

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the...

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics...

Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and...

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has...

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to almost every level’s work routines,...

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates...

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room...