How 2 Brand U

How 2 Brand U

We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what...
CX Disaster Recovery Customer Experience Part 2

Apologies Are Great. But Actions Are Needed.

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for...
Updating the Employee Playbook

Updating the Employee Playbook

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning...
Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers?

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst...
Work from Home…a Privilege?

Work from Home…a Privilege?

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in...
Wall of Fame: Sangeeta Bhatnagar

Meet our January Wall of Fame Author: Sangeeta Bhatnagar

Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked...
Edging to the Brink of Change

Edging to the Brink of Change

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s...
CX Disaster Recovery Customer Experience

No Excuses for Poor Disaster CX

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is...
What Do You Want to Take With You in 2023?

What Do You Want to Take With You in 2023?

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in...
Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline Magazine: Inside Our January 2023 Issue

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in...
Closing the Customer Service Gap

Closing the Customer Service Gap

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel...
Evolving the Contact Center

Evolving the Contact Center

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere –...
Ending Caller and Agent Frustration

Ending Caller and Agent Frustration

We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers,...
It All Starts with the Why!

It All Starts with the Why!

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to...
Managing the New Normal Workforces

Managing the New Normal Workforces

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times....
Transforming Talent Management at Home

Transforming Talent Management at Home

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to...
“Spare Me”…

“Spare Me”…

“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition...